HI,
Role: Syndication Support Operations Support Engineer (B2)
Work location: Atlanta, GA (Office Location)
Start date: Immediate availability.
Background check MANDATORY
Request ID: 14076340
JOB DESCRIPTION
• Responsibilities:
o 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.
o 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.
o Service Improvement:
§ Identify recurring issues and work with fix agents to implement preventive measures.
§ Collaborate with internal teams to enhance system reliability and performance.
o 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.
Agile Project Management Workforce Management | Saif Syed Manager/Sr Recruiter 7520 Standish Place,St 260 Rockville MD 20855 C: (301)349-6484 P: 240-255-9744
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