XTN-9FA9960 SYSTEMS SERVICES ENGINEER

The System Services Team Service Delivery Engineer is primarily responsible for facilitating high level customer inquiries and improve our services to maintain customer satisfaction and retention of ECI’s Systems Services clients. The SST SDE must possess a strong, generalized IT skillset to diagnose, troubleshoot, and resolve a wide variety of technologies, specifically from alerts that are sourced from Windows Desktop and Server operating systems, network devices and circuits, environment monitors, and 3rd party monitoring systems. The POC must also have strong attention to detail, an excellent communicator, ability to work in a process standards driven framework, enjoy working in a fastpaced/high-volume environment, and exercise time management with precision.

JOB RESPONSIBILITIES:

• Handle hierarchical and technical escalations and lead them to resolution via technical solutions

or collaborative approach. • Formulate action plans based on client escalations and relay to managed services groups. • Attend monthly client meetings together with Service Delivery to get clients’ feedback of ECI’s services • Support SST Leadership in coaching, performance reviews and performance improvement plans in alignment to client-specific action plans • Generate, monitor and implement prescribed KPIs and SLAs by ECI and report them accurately to Managed Services leadership • Generate reports and action plans for both internal teams and client deliverables • Assist SST Leadership and Transition Management Team with the onboarding of new clients, ensuring adherence to the transition sign off process

The SST T2 POC should also be able to perform engineer task such as:

• Respond to and action alerts from centralized management system to maintain health of platform • Assist with troubleshooting monitoring agent issues • Provide weekly status updates on outstanding tickets and current projects • Troubleshoot, evaluate, track, and manage network problems and recommend best-practice solutions while escalating to higher tiers according to NOC procedures • Perform initial troubleshooting, problem analysis and isolation of network and system event analysis in accordance with NOC incident management guidelines • Understand and respond properly to escalation procedures
• Provide quality, timely and accurate end-to-end support of all issues within functional area of responsibility; this includes, and is not limited to phone, email and documentation/tracking of the incident in the ticketing system • Enter data into ticketing system accurately and completely to document problems including diagnostic results, multiple product correlations, as well as escalation and repair performance • Escalate outage events and/or impairments to appropriate individuals and organizations, when not resolved in the prescribed amount of time • Monitor and track scheduled system and/or network maintenance activities in applicable