Your role as an Operations Application Engineer will be to provide application administration maintenance and support for Test and Production Telecommunications Service environments. You will be a crucial member of the Operations team working with NSOC Engineers and Customer Service Agents providing Tier II support to our telecommunications applications and applications. You will have the following responsibilities:

• Provide application administration maintenance and support for various telecommunication-based service platforms.
• Resolution of platform service issues and alarms.
• Trace data collection, log file analysis for network/application/middleware devices; service/application trouble correlation and general problem troubleshooting.
• Perform issue resolution for trouble tickets and trouble ticket management (ack, update and resolve).
• Manage and coordinate problem resolutions with multiple teams – software developers, NOC engineers, software vendors, network engineers, application administrators and customers.
• Perform platform upgrades in testing and production environments.
• Write and execute application test plans/test cases for new releases, configuration changes and builds.
• Write and test MOPs (Method of Procedures) for standardized application administration and operations practices.
• Perform post-mortem and root cause analysis for service impacting issues and generate Root Cause Analysis reports.
• Strictly adhere to standard Methods and Procedures (M&P) and Protocols defined for Operations personnel.
• Develop and maintain technical documentation required to support the platform, i.e. alarm action documents, operations best practices and runbooks.
• Develop and distribute application and SLR performance reports.
• Support annual failover testing events for all applications.
• Perform customer notifications and client interactions, as necessary and required, to support maintenance activities or service impacting events.
• Must be available to work 24 x 7 on-call rotation during off-hours to support the needs of the business: nights, weekends and holidays.
• Must be available to work Sunday Weekly Maintenance Window support rotation and other maintenance windows, as needed.

Requirements:

• UNIX/Linux/Solaris application administration knowledge.
• Previous operations experience preferred - technical troubleshooting, customer support, monitoring applications and ticket/incident management, resolution and escalation processes.
• Knowledge of IT service operations and management. Experience in a customer care and technical support in an IT environment.
• Proficiency with Microsoft Office Applications Suite and SharePoint.
• Personal Attributes: Must be a Team-player and Leader - excellent coaching and training skills, excellent organizational, writing, and communication skills; customer and quality focused; highly-motivated and self-starter; innovative thinker; and able to work independently.
• Familiarity with ITIL standards, Number Portability, iTRS and STI-PA Telecommunications Services is a plus.
• Bachelor’s degree in technology related field – MIS, Computer Science, Networking, EE or ME or minimum of 5 years of relevant working experience.
• US Citizenship Required