Tier 1 Technical Support

Description

Tier 1 Support This team will operate from both Overland Park, KS and Frisco, TX on a 24x7 basis. The team will primarily focus on monitoring the environment, resolving any incidents that occur and fulfilling Service Requests (change, LCM, etc.) • Monitoring the solution, using the Observability tool. This is a home-grown system, based on ServiceNow AIOPS. Training will be provided. • Raise an incident in ServiceNow and close it again upon incident resolution. • Resolve incidents, based on work instructions provided by the Tier 2 team. • Knowledge of ITIL v3 is recommended • Fulfill the role on incident manager – i.e. making sure that all incidents a resolves within the SLA windows and communicate with all stakeholders involved. • In case of critical situations, invoke the appropriate escalation procedures within T-Mobile. ** We will need 8 dedicated staff for 1st shift rotation; 4 dedicated staff for 2nd shift (rotation) & 4 dedicated 3rdshift (rotation)

Skills

incident management, ITIL, monitoring tools, Ansible, Python, ServiceNow, AIOPS, Red Hat OCP

Top Skills Details

incident management,ITIL,monitoring tools,Ansible,Python,ServiceNow,AIOPS,Red Hat OCP

Additional Skills & Qualifications

• Experience with other Red Hat technologies (e.g., Satellite, Insights). • Knowledge of ITIL processes relevant to ServiceNow AIOps. • Familiarity with REST APIs and other integration protocols. • Relevant Red Hat certifications (e.g., Red Hat Certified Specialist in Ansible Automation) and ServiceNow certifications.

Experience Level

Intermediate Level