JOB SUMMARY:
The primary purpose of the TAC Supervisor Jr is to provide technical support for Kansas City Southern Railway in support of their business objectives and ongoing operations by supporting the Information Technology infrastructure of Kansas City Southern Railway. The Technical Assistance Center (TAC) provides 24x7 monitoring and 1st level of support for the Kansas City Southern Railway Information Technology infrastructure. TAC Supervisor Jr is responsible for the monitoring, management, solution and escalation of faults relating to the technologies of microwave and IP network, data center servers and applications. TAC Supervisor Jr is also responsible for the implementation, configuration and maintenance of the monitoring tools that the TAC uses for his operation.3. Basic Qualifications:
Exemplifies KCS Vision, Values, and Culture in each and every interaction with team, clients, and stakeholders.
Incident Management- Open , Manage and close incidents.- Meet resolution SLAs Change management- Review all changes that could impact services monitored by TAC- Engage IT teams for impact assessment Problem management- Identify and log problem related to IT services- Engage resolution teams and coordinate them through root cause identification- Follow up resolution New monitoring services implementation- Follow up new monitoring services requests- Document procedures and troubleshooting guides for TAC operations- Implement services on monitoring tools Reporting- Update logs entries used for TAC Supervisor Sr and TAC Manager.Request management- Service mapping and drawing diagrams in MS Visio- Maintain diagrams updated of the different sites that the TAC supports, open , follow up an close requests.- Update information in monitoring toolsValidates documentation on Incidents and Requests.
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Any career related with telecommunication or computer Networks preference Engineers. CCNA Cisco Certification2 years experience working with Cisco Networks: Routing, Switching, Wireless or Data Center2 years experience working with networks tools: Sniffer, Networks Commands, Netscout2 years experience working with Network Monitoring tools: Solarwinds , HP Openview.2 years understanding Internet services: DNS, Email, Vpn2 years experience on SNMP communities Basic Concepts: Microwave Networks, Radio VHF2 years working in a 24x7 operations environment in a technical role2 years experience working in an ITIL aligned company and using ServiceNow as ITSM tool.
CCNA R&S Certification, ITIL Foundations Certification
90% English
Certifications:ITIL OSA/RCV (desirable)CCNP R&S Certification (desirable)One of the following certifications:CCNA Data Center, CCNA Collaboration, CCNA Cloud, Microsoft Technology Associate (MTA),Certified Software Development Associate (CSDA), Microsoft Certified: Azure Administrator Associate1 year working with one of the following programing languages:.NET, Java, SQL or C++2 years administering monitoring tools4 years monitoring and supporting IT infrastructure4 years’ experience working in an ITIL aligned company.
Working in a 24x7 operations environment in a technical role multitasking, Client oriented Sense of urgency Capable of learning a new technology in a short period of time (no more than 5 months).
Required Skills
JOB DUTIES
Incident Management
Monitoring and tier 1 support of IT infrastructure
Meet resolution SLAs
Tool administration
Investigation and implementation of new monitoring tools
Configuration and maintenance of existing monitoring tools
Change management
Review all changes that could impact services monitored by TAC
Engage IT teams for impact assessment
Notify TAC Engineer Jr for weekly changes
Problem management
Identify and log problem related to IT services
Engage resolution teams and coordinate them through root cause identification
Follow up resolution
New monitoring services implementation
Follow up new monitoring services requests
Document procedures and troubleshooting guides for TAC operations
Implement services on monitoring tools
Reporting
Request management
Service mapping and drawing diagrams in MS Visio
Maintain diagrams updated of the different sites that the TAC supports
Update information in monitoring
Required Experience
BASIC QUALIFICATIONS
Any career related with telecommunication or computer Networks preference Engineers. CCNA Cisco Certification,
3 years experience working with Cisco Networks: Routing, Switching,
3 years experience working with networks tools: Sniffer, Networks Commands
3 years experience working with Network Monitoring tools: Solarwinds (desirable)
3 years understanding Internet services: DNS, Email, Vpn
3 years experience on SNMP communities Basic Concepts: Microwave Networks, Radio VHF
3 years working in a 24x7 operations environment in a technical role
3 years experience working in an ITIL aligned Company
CERTIFICATION REQUIREMENTS
CCNA R&S Certification,
ITIL Foundations Certification
90% English
JOB DUTIES
Incident Management
Monitoring and tier 1 support of IT infrastructure
Meet resolution SLAs
Tool administration
Investigation and implementation of new monitoring tools
Configuration and maintenance of existing monitoring tools
Change management
Review all changes that could impact services monitored by TAC
Engage IT teams for impact assessment
Notify TAC Engineer Jr for weekly changes
Problem management
Identify and log problem related to IT services
Engage resolution teams and coordinate them through root cause identification
Follow up resolution
New monitoring services implementation
Follow up new monitoring services requests
Document procedures and troubleshooting guides for TAC operations
Implement services on monitoring tools
Reporting
Request management
Service mapping and drawing diagrams in MS Visio
Maintain diagrams updated of the different sites that the TAC supports
Update information in monitoring