ITSNetworkEng,OperationsManagementCenter(OMC)

Core Incident Management: - Troubleshoot and resolve incoming incidents related to office infrastructure (AV, Print & Network) within defined target times, using judgment to determine if an incident requires troubleshooting or routing to a service manager team, working with team members and cross-functional partners to deliver solutions - Use runbooks and technical judgment to determine the scope and severity of incidents, involving stakeholder teams as necessary and escalating roadblocks and risks when needed while learning best practices for operations - Correlate concurrent incidents related to a common root cause and aggregate them into a single parent incident - Make trade-offs between time and resources when managing incidents, balancing multiple priorities in a fast-paced operational environment Technical Troubleshooting & Vendor Coordination: - Coordinate with Internet Service Providers (ISPs), telecom carriers, and infrastructure stakeholder to troubleshoot circuit issues, connectivity problems, and network outages - Document incidents clearly and concisely, contributing to troubleshooting guides and operational procedures that improve team efficiency Communication & Reporting: - Effectively communicate regarding office infrastructure health trends as they happen - Participate in Major incident bridges, providing telemetry and driving resolution - Provide verbal and written summaries of events, incidents and problems to leadership teams, communicating technical issues and resolutions Continuous Improvement & Knowledge Sharing: - Contribute to operational excellence by identifying process improvements, documenting lessons learned, supporting root cause analysis, and advocating for continuous improvement in office customer experience - Train new team members on network troubleshooting procedures, incident management workflows, and OMC operational processes Operational Requirements: - Work in a 24/7/365 follow-the-sun operational model, providing support acros