Requisition ID # 117440 

Job Category : Information Technology 

Job Level : Individual Contributor

Business Unit: Information Technology

DEPARTMENT OVERVIEW

Information Systems Technology Services is a unified organization comprised of various departments which collaborate effectively in order to deliver high quality technology solutions.

POSITION SUMMARY

Responds to network alerts and computing problems and works remotely toresolve them. Utilizes support from technical experts within theorganization and third parties to resolve problems. Takesresponsibility for handling incidents through completion or escalation.Finalizes the task according to company policies for incidentmanagement. Documents the problems encountered and techniques used tosolve it for future reference.

JOB RESPONSIBILITIES

Apply fix procedures as instructed for repetitive events as instructed.

Monitor network, applications, and systems across the PGE enterprise for alarms/alerts received from incidents, unauthorized or failed changes.

Monitoring & Scheduling alarms & alerts based “Eyes on Glass”, Initial Outage Mgmt., Notifications, 7x24 hour support.

Provide feedback on alarms, Run Books, process efficacy and knowledgebase to service manage, OSS Tools and operations support as necessary.

This is the “Eyes on Glass” role, which monitors the network systems and application events.

Timely implementation of predefined Playbooks, Run-books, Work Instructions or Business Rules changes as directed.

Create and track incident tickets, change requests, work orders, service requests and assignments as directed.

Create/Assign incident tickets based on priority, impact and complexity to the appropriate fix agents.

Escalate incidents as needed if not well-defined by Run Books or work instructions.

Initiate major outage communication technical bridges as requested.

Isolate and correlate multiple customer issues identified with alarms / alerts received to eliminate duplication of events as instructed.

Issue initial outage notification event communications as directed.

Manage alarms and alerts received from existing monitoring programs with previously defined business rules.

Monitor network devices, interfaces and applications through intelligent devices and automated programs as directed.

QUALIFICATIONS

Minimum:

High School or GED-General Educational Development-GED Diploma

No previous experience

Desired:

Associates Degree in IT-Information Technology or job-related discipline or equivalent experience

Experience with ticket management applications

Experience in monitoring network devices

Experience in telecommunications operation center environment, 1 year

Job-related experience, 1 year