Sr Administrator (Support & Operations) (US)

Job Summary

Network Monitoring & Event Management Proactive monitoring of network infrastructure, connectivity, and service health using enterprise monitoring tools. Identification, correlation, and analysis of network alerts, events, and service degradation indicators. Continuous surveillance to ensure network availability, performance, and compliance with service levels. Incident Detection, Response & Troubleshooting Initial triage, diagnosis, and resolution of network-related incidents affecting LAN, WAN, Wi-Fi, Internet services. Troubleshooting network performance, connectivity, routing, switching, and communication issues. Restoration of services within agreed SLAs while minimizing business impact. Major Incident & Escalation Management Coordination and management of Priority 1 (P1) and Priority 2 (P2) incidents impacting critical business services. Execution of escalation procedures involving internal support teams, vendors, ISPs, and stakeholders. Facilitation of incident bridge calls, communication updates, and service restoration activities. Vendor, ISP & Telephony Service Management Coordination with telecom providers, ISPs, and third-party vendors for incident resolution and service restoration. Management of vendor escalations, fault reporting, and follow-up activities. Service Reporting & Continuous Improvement Preparation of incident trends, service availability reports, and operational dashboards. Analysis of recurring issues and recommendations for process and infrastructure improvements.

Key Responsibilities

Network Monitoring & Event Management Proactive monitoring of network infrastructure, connectivity, and service health using enterprise monitoring tools. Identification, correlation, and analysis of network alerts, events, and service degradation indicators. Continuous surveillance to ensure network availability, performance, and compliance with service levels. Incident Detection, Response & Troubleshooting Initial triage, diagnosis, and resolution of network-related incidents affecting LAN, WAN, Wi-Fi, Internet services. Troubleshooting network performance, connectivity, routing, switching, and communication issues. Restoration of services within agreed SLAs while minimizing business impact. Major Incident & Escalation Management Coordination and management of Priority 1 (P1) and Priority 2 (P2) incidents impacting critical business services. Execution of escalation procedures involving internal support teams, vendors, ISPs, and stakeholders. Facilitation of incident bridge calls, communication updates, and service restoration activities. Vendor, ISP & Telephony Service Management Coordination with telecom providers, ISPs, and third-party vendors for incident resolution and service restoration. Management of vendor escalations, fault reporting, and follow-up activities. Service Reporting & Continuous Improvement Preparation of incident trends, service availability reports, and operational dashboards. Analysis of recurring issues and recommendations for process and infrastructure improvements.

Skill Requirements

Network Monitoring & Event Management Proactive monitoring of network infrastructure, connectivity, and service health using enterprise monitoring tools. Identification, correlation, and analysis of network alerts, events, and service degradation indicators. Continuous surveillance to ensure network availability, performance, and compliance with service levels. Incident Detection, Response & Troubleshooting Initial triage, diagnosis, and resolution of network-related incidents affecting LAN, WAN, Wi-Fi, Internet services. Troubleshooting network performance, connectivity, routing, switching, and communication issues. Restoration of services within agreed SLAs while minimizing business impact. Major Incident & Escalation Management Coordination and management of Priority 1 (P1) and Priority 2 (P2) incidents impacting critical business services. Execution of escalation procedures involving internal support teams, vendors, ISPs, and stakeholders. Facilitation of incident bridge calls, communication updates, and service restoration activities. Vendor, ISP & Telephony Service Management Coordination with telecom providers, ISPs, and third-party vendors for incident resolution and service restoration. Management of vendor escalations, fault reporting, and follow-up activities. Service Reporting & Continuous Improvement Preparation of incident trends, service availability reports, and operational dashboards. Analysis of recurring issues and recommendations for process and infrastructure improvements.

Other Requirements

Network Monitoring & Event Management Proactive monitoring of network infrastructure, connectivity, and service health using enterprise monitoring tools. Identification, correlation, and analysis of network alerts, events, and service degradation indicators. Continuous surveillance to ensure network availability, performance, and compliance with service levels. Incident Detection, Response & Troubleshooting Initial triage, diagnosis, and resolution of network-related incidents affecting LAN, WAN, Wi-Fi, Internet services. Troubleshooting network performance, connectivity, routing, switching, and communication issues. Restoration of services within agreed SLAs while minimizing business impact. Major Incident & Escalation Management Coordination and management of Priority 1 (P1) and Priority 2 (P2) incidents impacting critical business services. Execution of escalation procedures involving internal support teams, vendors, ISPs, and stakeholders. Facilitation of incident bridge calls, communication updates, and service restoration activities. Vendor, ISP & Telephony Service Management Coordination with telecom providers, ISPs, and third-party vendors for incident resolution and service restoration. Management of vendor escalations, fault reporting, and follow-up activities. Service Reporting & Continuous Improvement Preparation of incident trends, service availability reports, and operational dashboards. Analysis of recurring issues and recommendations for process and infrastructure improvements.