Responsibilities:

iconectiv is seeking a Software Integration Engineer and ITSM System Administrator to support and enhance our production operational tools infrastructure and system monitoring applications.  This role focuses on building, maintaining, debugging, and improving these applications that ensure the reliability and visibility of critical production systems.   You will perform all tasks related to ITSM System Administration including internal end user support, application monitoring, maintenance, implementing keep current releases, developing and deploying new features and bug fixes.  You will work closely with production operations support, help desk, product management, quality assurance, and executive management teams to define, build, maintain, and improve the ITSM System, operational tools, monitoring applications, and metrics reporting.  Key responsibilities include:

• ITSM System Administration and support to our internal users
• Achieve and maintain ITSM System Administration Certification (CSA)
• Customize the ITSM System via configuration, scripting, workflows, and business rules to meet requirements
• Build, maintain, and enhance operational tools, ITSM System, monitoring applications, and metrics reporting
• Create and maintain technical documentation for existing and new applications
• Debug and troubleshoot production application issues in a fast-paced, mission-critical environment
• Proactively monitor application health and performance
• Plan and implement life cycle management for infrastructure used in the applications you own
• Collaborate with operations support, help desk, and product management
• Support ongoing improvements to reliability, performance, and operational efficiency
• Provide 24x7 support for production applications 

Requirements:

• Bachelor’s in Computer Science, Information Management Systems or 3+ years of related work experience
• Proficiency in Python for metrics reporting applications
• Experience as end user and/or System Administrator of ServiceNow ITSM system
• Experience with Shell scripting and Linux/Unix Operating Systems
• Understanding of Oracle Databases and SQL
• Knowledge of version control systems (e.g., Git, Subversion)
• Experience in JavaScript to support ITSM application and integration preferred
• Strong debugging and troubleshooting skills
• Excellent organizational skills, attention to detail and the ability to handle multiple projects simultaneously while meeting deadlines
• Experience with monitoring applications (e.g., ELK, Splunk) preferred
• US Citizenship required

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

Responsible for developing software that anticipates and supports customer business needs, iconectiv business objectives, and keeps ahead of the competition.  Specifically, responsible for the design, development and testing of software programs in accordance with iconectiv procedures.  Provide troubleshooting support to customers as needed.   Participates in the review of requirements and Product Test planning and execution.  Support the production of necessary Learning Support materials.  

As necessary, responsible for/participates in overall architecture design, third party software evaluation and computing platform selection.  As necessary, participates on teams involved in cross product solutions and interfaces to other products.  May be responsible for application database support which encompasses build, development and test environment support along with packaging/shipping software. 

Required Qualifications:

• Demonstrated experience delivering software systems on aggressive schedules with high quality.
• Oracle RDBMS and JDBC experience a MUST
• Agile/Lean methodology
• Systems design
• Java
• Software configuration tools (source control, defect tracking, etc.)
• Large scale performance applications
• Excellent teaming and collaboration skills
• SQL Developer
• Schema design, Data modeling, and optimization
• Tuning, indexing, partitioning, query optimization
• Stored procedures, triggers, transaction management
• B.S. in Computer Science or equivalent with 5+ years of experience or 8+ years of experience for a SR. Developer
• US Citizenship required

Additional Skills desired:

• Experience with latest SW development tools such as Eclipse IDE
• Database Administration
• Oracle RAC
• Data Warehousing
• AWS
• Process monitoring and logging experience
• Messaging experience, e.g. JBoss messaging, Oracle AQ
• Database migration
• Distributed database
• MyBatis
• J2EE EJB experience
• JBoss application server experience
• Reporting 3PP experience (e.g., JasperSoft)
• Billing Systems experience