Service Assurance Engineer I - Digital Workplace

This role will focus on Event, Incident, Problem and Knowledge Management. Colleagues should also be focused performance optimization, availability, and continuity planning.

Responsible for root cause analysis, utilizing tools to investigate problems and collect performance and capacity information.

Performs proactive monitoring and analysis on all factors impacting high availability and service level attainment for the team.

Interacts with the cross functional teams like Level 2 and other servicing channels to drive to ensure quality standards are adhered to during development and implementation.

Regularly communicates requirements for preventative solutions, driving operational metrics and resolutions to the Service Delivery Manager (and Director, if required) .

Works to ensure Service Level Agreements for the platform/capability are maintained Serves as an expert resource to Unit CIO organizations to ensure that best practices relating to preventative maintenance are communicated and understood within the development teams.

Provides coaching, guidance, and expertise on service capability performance.

Provide support for employees using Citrix environments, VDI machines, and Cisco telephony.

Setup and maintain shared mailboxes/distribution lists in Exchange Proactively obtains new or updates from technology teams and colleagues to update Knowledge Base and process documentation for incident resolution.

Collaborate with technology support teams to obtain assistance with application / infrastructure specific support for incident resolution until closure.

Support network issues, network connectivity, including wireless Work closely with the team to resolve or properly close aging tickets.

Ensure that the appropriate Service Level Agreements (SLA s) are met or exceeded. Provide software, hardware and application support for Windows and Mac supported issues.

Update knowledge cases as necessary to ensure knowledge is up to date and represents the most effective way to service the customers incident.

Education and Experience

Bachelor s degree in computer science, computer science engineering or related technical experience. 4 + years of dynamic experience in software engineering, monitoring, and support required.

Experience with identifying application/infrastructure risks and mitigation strategy and the ability to work with a team to ensure risks are mitigated.

Experience with debugging techniques for root cause analysis of issues.

ITIL working knowledge

Experience in one or more of the following: programming languages, networking, Linux/Windows, mainframe, middleware, databases, cloud.

5+ years experience solving user problems and an understanding of digital UX and global web platforms.

Knowledge Skills:

Deep understanding of infrastructure technologies and components

Experience with identifying Application / Infrastructure risks and mitigation strategy and ability to work with others to ensure risks are mitigated

Strong interpersonal communication skills

Basic understanding of user experience and human-centered design principles and practices

Agile Practices.

System/Platform Domain Knowledge.

Technical Acumen Functional.

Advanced experience in End User Computing issues.

Governance and Reporting.

Incident Management.

Network Support.

Problem Management.

Service Level Management Leadership.

Adaptive Communication.

Benefits include:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities