Job Details
Description
Duties / Responsibilities :
- Prepare and present root cause analysis reports that include the incident details, impact statement, resolution statement, root cause, and the preventive or corrective actions.
- Utilize various tools and methods, such as log analysis, network monitoring, fault isolation, and data correlation as part of the analysis.
- Follow up with the relevant stakeholders to ensure that the preventive and corrective actions are implemented and verified.
- Track and monitor the trends and patterns of network incidents and root causes and identify the areas of improvement and optimization.
- Identify recurring platform issues and resolve or engage service owners to drive resolution.
- Collaborate with cross functional teams to share the root cause analysis findings and recommendations, and to provide feedback and suggestions to operational processes.
- Update and maintain the root cause analysis database and knowledge base and ensure that the information is accurate and up to date.
- Respond and complete requests within SLA via a trouble ticketing system.
- Mentor peers in your areas of technical and operational strength.
- Collaborate with engineers, technicians, customers & stakeholders.
- Other duties as assigned by Supervisor.
Minimum Qualifications :
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and / or ability required.
- Bachelor’s degree in information technology, computer science or systems & network administration or 5 years of relevant job experience.
- ITIL 4 certification or Yellow Belt Six Sigma certification or higher.
- At least 2 years’ experience in program or project management.
- Strong knowledge of validation test execution, requirements traceability, defect reporting, and automation concepts.
- Must have active and clean, non-restrictive, state issued driver’s license in assigned territory.
- Ability to workdays, weekends, evenings, and holidays.
BENEFITS :
We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including :
- Comprehensive Healthcare / Dental / Vision Plans
- 401K Retirement Plan with Company Match
- Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
- Paid Volunteer Time
- Paid Parental Leave
- Hotwire Service Discounts for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
- Employee Referral Bonuses
- Exclusive Entertainment Discounts / Perks
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