Engenheiro de Suporte a Operações de TI - L3 - Home-office

ITTConnect is seeking an IT Operations Support Engineer - Level 3 to work remotely for a client in the US. This is a position with a global leader in consulting, digital transformation, technology and engineering services present in nearly 50 countries. The end client is in the Telecom area (internet, mobile, cable TV provider). Initial assignment until December.

*** No third parties / C2C ***

Job location: Remote, work from home anywhere in Brazil, following US Eastern time.

All interviews will be in English only (must be professionally fluent).

Key Responsibilities:

Troubleshooting and Incident Command Center:

• Handle critical incidents, including major outages or service disruptions.
• Prioritize Incidents per documented standards.
• Investigate complex technical issues escalated from Monitoring tools or Tier 2 support.
• Analyze logs, system performance data, and network traces to identify root causes.
• Collaborate with cross-functional teams to resolve incidents promptly.
• Document incident details, resolutions, and lessons learned.

Vendor Coordination:

• Act as the liaison between the cable TV provider and syndicated vendor partners.
• Engage with vendors to troubleshoot issues related to hardware, software, or services.
• Ensure timely communication and follow-up on vendor escalations.

Service Improvement:

• Identify recurring issues and work with fix agents to implement preventive measures.
• Collaborate with internal teams to enhance system reliability and performance.

Collaboration and Communication:

• Work closely with Fix agents and other teams.
• Provide clear and concise updates to stakeholders during incident resolution.
• Participate in regular meetings with vendors to discuss priorities and improvements.

Requirements:

• Experience in support environments such as a NOC, Command Center, Service Desk.
• Familiarity with ticketing tools, i.e. Remedy, ServiceNow, etc.
• Splunk for log analysis, creating and modifying queries.
• Expertise in computer networks, internet traffic, monitoring tools.
• Willing to support "on call" during off hours and weekends on a rotation basis.
• Familiarity with ITIL processes and incident management best practices.

Nice to have:

• Experience on cable TV products and/or Telecom (Claro, Vivo, Net, Telefonica, etc).

Soft Skills/Expectations:

• High learning agility for both operations and client-specific domain information.
• Keen attention to detail.
• Clear written and verbal communication.
• Collaborate with a variety of team members or work independently to achieve desired outcomes.