MONITORING STAFF

Pixel Staff

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 Job Objective

This position is responsible for monitoring and assessing potential technical issues relating to critical operations. The Operations Monitoring Staff will monitor all incoming alerts using various tools and perform actions based on predefined instructions. This position includes performing 1st and 2nd level troubleshooting, manual alert resolution, and resolving issues as required.

 Job Duties and Responsibilities

  • Participates in the ongoing process of investigating, troubleshooting, and providing resolution to issues in operations.
  • Quickly develops a comprehensive understanding of the applications and infrastructure within the eCommerce environment and how they impact employees or members.
  • Stays informed of changes that could affect functionality and alerting.
  • Ability to coordinate across teams, working closely with peers to ensure the appropriate focus and sense of urgency is applied to all issues.
  • Accurately troubleshoots, reproduces, and documents issues and other pertinent information in Incident or Problem tickets.
  • Contacts warehouses, depots, and other buildings in order to troubleshoot power outages and device issues.
  • Creates and maintains knowledge base article content.
  • Documents all problems and issues encountered during the shift and prepare shift turnover document.
  • Handles incident queue and perform various tasks as assigned and determines business impact based according to company policy.
  • Handles ad hoc requests and takes on new procedures as required.
  • Creates and maintains reports, team automation and misc. scripts.
  • Performs other functions that may be assigned by the superior from time to time

 Job Specifications

Education

  • College graduate

Skills

  • Superior written and oral communications, including technical writing, phone etiquette, and customer service skills.
  • Ability to work a variety of different shifts, including days, nights, weekends, and holidays to support a 24X7X365 environment. Shifts may fluctuate to meet business and staffing needs.
  • Advanced skills in troubleshooting and analysis of network, applications, systems, and device issues.
  • Ability to work independently in an intense and dynamic work environment and as a team player shows initiative and has a strong desire to share knowledge with others.
  • Able to communicate technical jargon to those that are not technical in a way that is understandable.

Experience

  • 1+ years of experience working on an operations style team and troubleshooting networking, service desk, operations center and/or supporting large eCommerce environments.
  • 2-3 years of experience with processes including: Incident, Problem, Change, Knowledge and Event Management.
  • Personality
  • Outstanding attention to detail, accuracy and quality of work; able to multitask in a fast-paced environment.
  • Process-oriented; understands the organizational benefits of processes and the need for compliance.