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26 Jan 2018

Systems Specialist 4 – (Heredia, Provincia de Heredia, Costa Rica)


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Job Description

Primary Location: Costa Rica,Heredia Education: Bachelor’s Degree Job Function: Technology Schedule: Full-time Shift: Day Job Employee Status: Regular Travel Time: No Job ID: 18004312 Description The GCCS Service Monitoring Analyst is an individual contributor support role in which required experience must fall within one of the following disciplines: Network, Voice, Perimeter Security, Mainframe, or Distributed Systems (i.e. Wintel/UNIX service administration). The individual in this position is expected to understand and follow CTI Command Center Operations operating procedures, daily support practices, major incident support, etc. and provide feedback to the leadership team, for the purpose of continuous service improvement and operational excellence. Functional Role & Responsibilities: • Perform highly effective monitoring in addition to event and fault management of the firm’s infrastructure and applications for the Americas, EMEA, and Asia Pacific regions • Provide rapid response to all actionable alerts in order to execute within the CTI Command Center proactive based support model • Mitigate potential or current business impact by taking immediate action in response to monitoring alerts while operating within CTI Command Center standard procedures • Provide effective response when answering phone calls into the CTI Command Center Hotline. Serve as the entry point for incidents into the support incident lifecycle; this includes initial incident recording and classification. • Assist in coordinating conference calls to conduct in-depth technical reviews on on-going incidents and provide notifications to management and business clients regarding critical incidents • Recognize severe events as they occur through use of the monitoring tools and engage Command Center Management and Technical Support teams immediately upon awareness of severe technology degradation • Receive calls from internal clients or partners within CTI reporting business impacting high severity issues which require immediate engagement. Rapidly engage Command Center Management and Technical Support teams, Telecommunications Carriers, and other Vendors/Partners, upon receipt of these types of calls (Network only) • Record highly detailed incident descriptions inclusive of technical details and business impact into the Incident Recording system • Use the monitoring systems to provide the Command Center Management and Technical Support teams an immediate health check on the technology infrastructure that may be involved in the incident Qualifications A Service Monitoring Distributed and Mainframe analyst has the following general characteristics and experience: • General computer knowledge • Ability to utilize Microsoft Office • Ability to escalate issues • Organizational skills • Ability to answer phones and identify where to transfer • Ability to create, assign and transfer tickets. • Being very coachable • Ability to triage issues • Ability to monitor multiple screens • Mainframe infrastructure knowledge • Mainframe Technical skills • Understanding of commands, plus a year of console operations. • Knowledge of jobs structure • Ability to troubleshoot issues • Ability to identify issues for further escalations • Knowledge of Service Now, ability to transfer, close tickets

Source: Citi jobs in Costa Rica

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