Address
Form of workA permanent opportunity has arisen for an Engineer to be based in the Gold Coast, to manage the incident coordination process within the Networking Operations Centre. This includes monitoring incoming alerts/tickets, performing triage, and managing the appropriate response. This could include the first-line resolution or triggering and coordinating the major incident response process.
There is also a focus on proactively identifying and actioning potential issues before they become incidents. As the role involves responding to live customer-facing issues, the Engineer is expected to work well under pressure and have excellent organisational and communication skills. The NOC is a 24/7 operation and so the Engineer will be expected to work on a shift basis.
What do you need to apply: ? ??? Windows Server OS, monitoring and diagnostic tools, SQL query skills and PowerShell ?
??? Experience in using Grafana, PagerDuty, Kibana, Remedy ? ???
Experience in directing/coordinating multiple Engineers in voice bridge calls ? ??? Black Rock certification advantageous ?
??? Sense of humour ? ???? Impeccable communication skills
- both written and verbal
High Severity Incident Support Coordinator Coordinate technical staff from multiple teams in real time live chat environments for hours at a time to drive investigation of an issue through to resolution. Coordinate technical staff from multiple teams in real time live voice bridges for hours at a time to drive investigation of an issue through to resolution. Liaise in real time via live chat, voice bridges, telephone and email with internal & external senior leadership and executive level persons Drafting and submitting written ongoing (every 30-60mins) formal structured communications updates for internal and external stakeholders Coordinate investigations through to resolution of multiple High Severity instances concurrently Ensure the closure of all resolved and end-user confirmed Incident records Completes Routine Operations Centre Tasks
First-line response and resolution for the following
- monitoring system alerts (e.g. statsd, graphite, updog, elastic)
- Windows OS Issues
- Cluster disk issues
- Linux OS issues
- ESX Host issues
- on Internal systems (e.g. Citrix, O365, S4B)
- application or product-specific issues (e.g. IIS app pool re-cycle) Handles all 1st line escalations for different support teams, updates and resolves tickets as necessary Manual re-assignment of Pager Duty calls or following up on unactioned Pager Duty calls Monitor activity of tickets and follow-up on progress Monitor and respond to critical incidents.
Pro-actively monitor alert trends in real-time, e.g. multiple concurrent issues at a site Analyse data trends on internal tickets, customer contacts, social media, and network monitors to identify potential issues. Fulfill Incident Support Coordinator role during High Severity Incident response
- initiate collaboration channels (conference call, chat)
- coordinate incident response
- Send out comms to stakeholders.
Provide audit data to post-mortem investigations or other investigations Consulting for
- Grafana issues/questions -…
Click here to view more detail / apply for High Severity Incident Support Coordinator | NOC Engineer
