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Syndication Support Operations Support Engineer (B2)

capgemini
capgemini Salary
Atlanta, GA Full Time
POSTED ON 4/4/2024

JOB DESCRIPTION

Responsibilities:

Troubleshooting and Incident Command:

  • Handle critical incidents, including major outages or service disruptions.
  • Prioritize Incidents per documented standards
  • Investigate complex technical issues escalated from Monitoring tools or Tier 2 support.
  • Analyze logs, system performance data, and network traces to identify root causes.
  • Collaborate with cross-functional teams to resolve incidents promptly Document incident details, resolutions, and lessons learned.

Vendor Coordination:

  • Act as the liaison between Cox and syndicated vendor partners.
  • Engage with vendors to troubleshoot issues related to hardware, software, or services.
  • Ensure timely communication and follow-up on vendor escalations.

Service Improvement:

  • Identify recurring issues and work with fix agents to implement preventive measures.
  • Collaborate with internal teams to enhance system reliability and performance.
  • Collaboration and Communication:
  • Work closely with Fix agents and other teams.
  • Provide clear and concise updates to stakeholders during incident resolution.
  • Participate in regular meetings with vendors to discuss priorities and improvements.
  • Willing to support on call during off hours and weekends on a rotation basis
  • Familiarity with ITIL processes and incident management best practices.

Operations Support, AM.

Salary.com Estimation for Syndication Support Operations Support Engineer (B2) in Atlanta, GA

$62,369 - $83,288

For Employer

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