Incident Systems support engineer will be responsible for a wide range of activities surrounding the on-going maintenance and expert level support of the Customers Managed Services applications, tools and platforms, including but not limited to Change, Incident, Problem and Risk Management. These activities will include resolving escalations from network operations centers, project teams, IT and management team. Expected to own and drive resolution of highly complex system and application issues, complex change management, working with Product Marketing, Account teams and internal organizations (IT, Engineering, Infrastructure, etc.) on product wide issues as well as product readiness projects. Systems support engineer will directly interact with network operations and at times the customer on high visibility and complex technical issues. Special focus on and advanced technical skills with operating systems, network management applications and protocols are required.
The position will work directly with internal operations teams and occasionally customers, and therefore must have strong customer service skills and the capability to interface successfully with both the customers technical and non-technical contacts, Customer Account teams and various other groups involved in the delivery of service to the end customer.
Additional responsibilities:
Mentor network operations engineers.
Support new technology and product integration.
Assist with remediation efforts of security vulnerabilities per procedure.
Review and provide technical analysis on IARs.
Perform alarm studies.
Create and maintain knowledge articles.
Analyze platform issues and manage escalations to various IT organizations.

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