What you’ll be doing...

This is a key support role requiring strong technical and communications skills. You will be responsible for the uptime, performance, incident management and tracking of system defects for a global SaaS based product serving customers around the globe. The role will involve collaborating with a team of business analysts, developers and customer care teams. This is a hands-on role that requires a sense of urgency and a candidate willing to take on responsibility for the delivery of a world class service to our customers. The role will be based in our state of the art NOC facility that provides visibility to all our products and underlying infrastructure.

Responsibilities:
• Maintain system uptime and performance
• Actively monitor, log and respond to production application incidents
• Help reduce the team’s average MTTR time by following ITIL Incident Management frameworks
• Drive Incident and Problem ticket root cause analysis and resolutions.
• Have a clear understanding of network, database management and operating systems.
• Collect and document data on application performance, problems and failures
• Communicate with Customer Care Representatives, Field Installation Technicians and Field Sales on resolving escalated technical problems and issues
• Perform miscellaneous job-related duties as assigned by the team manager

What we’re looking for...

• 2-4 years in an Application or Development Support Role - Degree in Computer Science / IT
• Familiar with Windows server environments, Windows and native Services, Console Services, Event Logging, and Viewers
• Application and knowledge with SQL DB programming and / or querying techniques, and tools
• Familiarity with Application monitoring tools; AppDynamics, OpManager and NewRelic, a plus.
• Application of basic principles, methods, technologies and practices in Software/Networking Engineering and Application Support
• Cross-Browser Debugging Skills
• Adheres to Lean, Agile and ITIL best practices
• PowerShell or similar scripting experience is a plus
• Must have excellent communication skills to deal with developers and customer care teams
• Excellent problem solver with strong analytical skills and logical thinking
• Works well as an individual and in a team environment, collaborating with other to achieve results
• Works to understand customer needs and technical difficulties
• Guided by and results driven

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.