MobileComm, Inc
Technical & Business Operations Analyst
MobileComm, Inc, Bothell, Washington, United States, 98021
Explore exciting open positions in the IT and Telecom Networking Industry today.Production outage-management experience:
3-5 yearsJob Description
The Problem Management Engineer/Analyst will support the program's problem management process and perform analysis on specific incidents to identify root cause.The ideal candidate will project high energy, possess a passion for state-of-the-art technology, and speak comfortably from a technical perspective to a diverse audience.Key responsibilities:Manage problems - Analyzing incidents as they happen and able to identify problems.Categorize and prioritize the problem with appropriate diligence, in order to facilitate a swift and effective resolution both technical and non-technical, maintain information about known errors and workarounds, and work with domain teams, partners, vendors, etc.Research the root causes of incidents, make temporary solutions (workarounds) available, and develop final solutions for known errors.Engage in proactive problem management by analyzing trends or historical data of incidents and services to prevent incidents from happening in the future.Document full historical descriptions and related known errors for problem closure and evaluation.Provide necessary reports and documentation when needed.Collaborate with cross-functional teams and vendors and follow up for timely resolution.Record, manage, and advance problems by escalating (when appropriate) to elevated levels.Optimize Problem Management to deliver quality outcomes that lead to high levels of customer satisfaction.Maintain appropriate Problem Management training material and process documentation.Track and document all problem incidents and ensure clear communication.Serve as a strong proponent of excellence in customer service - Create a positive customer support experience and build strong relationships through understanding problems, communicating promptly on progress, and handling customers with a professional attitude.Requirements:Bachelor's Degree in computer engineering, systems engineering, computer science, information systems, or related field of study.5+ years of directly related experience.3+ years of IT problem management experience.Technical/infrastructure experience (3-5 years) - Troubleshooting connectivity and network issues between applications and databases, deep knowledge of frontend/middleware and backend systems, good knowledge of SDLC, able to read HSLD to understand system architecture and provide suggestions for problems.Excellent communication skills to comfortably speak to a variety of teams and individuals, including customers at all levels and technicians.Demonstrated record of sound judgment/reasoning skills.Excellent troubleshooting and analytical skills.Excellent technical writing skills.Multitasking abilities.Ability to work under pressure.Creating tasks to work on problem resolution.Understanding of Jira.Process-driven person.Able to create and manage a knowledge base to maintain information about known errors and workarounds for problems.Proactive person with excellent communication skills.Empathetic and positive person with a great attitude and can-do mindset.Ability to work independently to set up calls with cross-functional teams of engineers, developers, QA to perform root cause investigation and solution development and increase the stability of applications/environments.Excellent time management and organizational skills to keep track of multiple problems at any one time.
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3-5 yearsJob Description
The Problem Management Engineer/Analyst will support the program's problem management process and perform analysis on specific incidents to identify root cause.The ideal candidate will project high energy, possess a passion for state-of-the-art technology, and speak comfortably from a technical perspective to a diverse audience.Key responsibilities:Manage problems - Analyzing incidents as they happen and able to identify problems.Categorize and prioritize the problem with appropriate diligence, in order to facilitate a swift and effective resolution both technical and non-technical, maintain information about known errors and workarounds, and work with domain teams, partners, vendors, etc.Research the root causes of incidents, make temporary solutions (workarounds) available, and develop final solutions for known errors.Engage in proactive problem management by analyzing trends or historical data of incidents and services to prevent incidents from happening in the future.Document full historical descriptions and related known errors for problem closure and evaluation.Provide necessary reports and documentation when needed.Collaborate with cross-functional teams and vendors and follow up for timely resolution.Record, manage, and advance problems by escalating (when appropriate) to elevated levels.Optimize Problem Management to deliver quality outcomes that lead to high levels of customer satisfaction.Maintain appropriate Problem Management training material and process documentation.Track and document all problem incidents and ensure clear communication.Serve as a strong proponent of excellence in customer service - Create a positive customer support experience and build strong relationships through understanding problems, communicating promptly on progress, and handling customers with a professional attitude.Requirements:Bachelor's Degree in computer engineering, systems engineering, computer science, information systems, or related field of study.5+ years of directly related experience.3+ years of IT problem management experience.Technical/infrastructure experience (3-5 years) - Troubleshooting connectivity and network issues between applications and databases, deep knowledge of frontend/middleware and backend systems, good knowledge of SDLC, able to read HSLD to understand system architecture and provide suggestions for problems.Excellent communication skills to comfortably speak to a variety of teams and individuals, including customers at all levels and technicians.Demonstrated record of sound judgment/reasoning skills.Excellent troubleshooting and analytical skills.Excellent technical writing skills.Multitasking abilities.Ability to work under pressure.Creating tasks to work on problem resolution.Understanding of Jira.Process-driven person.Able to create and manage a knowledge base to maintain information about known errors and workarounds for problems.Proactive person with excellent communication skills.Empathetic and positive person with a great attitude and can-do mindset.Ability to work independently to set up calls with cross-functional teams of engineers, developers, QA to perform root cause investigation and solution development and increase the stability of applications/environments.Excellent time management and organizational skills to keep track of multiple problems at any one time.
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