Overview
On Site
Depends on Experience
Contract - W2
Contract - 12 Month(s)
Skills
ITIL
Tier 1
ServiceNow
SLA
Microsoft Windows
Support
Network Operations Center
NOC Engineer
Network Support Engineer
Job Details
Tier-1 Support Frisco TX and Overland Park, KS
Monitoring the T-Cloud solution, using the T-Cloud Observability tool. This is a home-grown system, based on ServiceNow AIOPS. Training will be provided.
Raise an incident in ServiceNow, and close it again upon incident resolution.
Resolve incidents, based on work instructions provided by the Tier 2 team.
Knowledge of ITIL v3 is recommended
Fulfil the role on incident manager i.e. making sure that all incidents are resolved within the SLA windows, and communicate with all stakeholders involved.
In case of critical situations, invoke the appropriate escalation procedures within Client. On every shift we will have a designated Escalation Manager and Incident Manager.
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