JOB DESCRIPTION

Responsibilities:

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.

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.

Service Improvement:

• Identify recurring issues and work with fix agents to implement preventive measures.
• Collaborate with internal teams to enhance system reliability and performance.
• 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.