Application Support

Job Description

Responsibilities:

• Monitor and action SCOM Alerts for TV2
• Monitor and action Splunk Dashboards for TV3/TV2 monitoring and quires
• Monitor and action CVOC/IQ probes
• Monitor and action OSC email box as needed
• Monitor and action Lynx/Remedy queues if time sensitive
• Transfer and monitor 24x7 Toll Free OSC phone line
• Escalate issues to TS Dev/OPS T4 teams as needed
• Take Inbound or Escalate issues to Vendors Service Centers/NOCs teams as needed
• Escalate issues to Leadership/TELUS Event Management teams as needed
• Follow Incident Management processes
• Document and communicate incident timelines/provide follow-up information as needed
• Provide after hours Tokens to TELUS Vendors as needed

Required Skills:

• Proficient in Optik TV/TV2 and architecture/infrastructure (MediaRoom)
• Proficient in Pik TV/TV3 and architecture/infrastructure (MediaFirst)
• Proficient in Microsoft/Linux servers
• Proficient in F5
• Experience in System Administration and/or NOC Administration
• Understanding AVPipeline concepts
• Should be able to demonstrate basic troubleshooting steps
• Knowledge of DNS, TCP/IP, and DHCP

• IP television (IPTV)
• Scripting: PowerShell, Perl, Python, Extensible Markup Language (XML)
• Windows 2008 R1/R2 & Windows 2012 Server technologies
• Experience with Linux server administration
• Splunk: Monitoring and Alerting
• Active Directory and Identity Management
• Microsoft (MS) System Center Configuration Manager (SCCM), Internet Information Services (IIS), System Center Operations Manager (SCOM)
• Structured Query Language (SQL)
• Middleware Tools
• Lynx
• Remedy
• NuCool
• CVOC
• Outlook Email
• Google Docs
• Wiki
• OAP

To be successful in this role:

• Familiar with Telecoms industry, especially when it comes to Assurance for IPTV
• Work well in stressful situations
• High ability to dig down, correlate and map different data sets to help root cause systemic issues
• Logical mindset
• Comfortable communicating with executives/engineers/vendors/front line agents during outages/degradations
• Autonomous – when something in the data looks wrong, is able to identify the data missing to further the correlation and move forward

Additional Job Description: Provide Tier2 operational support for a range of critical applications.