Service Operation Center Engineer - job 2 of 2

What will you do?

At TDI (Technology Delivery International), technology is what connects us.

Our products and services range from cloud native platforms to virtualized/cloudified TelCo network functions and affect thousands of people in today’s connected world. We provide the best-in-class technology solutions and products to the Deutsche Telekom footprint in the European market and through the close collaboration with our local entities, we care for millions of customers.

In the ever-changing world of technology, we need Service Operation Center Engineer that will provide first class network infrastructure support for our customers inside the Deutsche Telekom group but also external customers, providing 24x7 support.

You will E2E coordinate and manage incidents as a 1st level support, coordinate troubleshooting activities, plan customer facing activities, monitor and manage customer networks and investigate and help resolve issues.

Your main tasks include:

• Incident Management - 24/7 Network, Infrastructure & Service Monitoring and Alarm Handling.
• Proactive checkouts and monitoring to avoid service outages or limit their impact.
• Continuous Proactive Monitoring to ensure the stability of our Cloud network and Services.
• Troubleshooting and fault isolation to restore service when necessary. Evaluation of incidents.
• E2E Incidnet Management - Escalation and Incident reporting for the Major and Critical incidents. Proactive monitoring of SLAs and KPIs of services.
• Change Management Planning – responsibility for service / application / Infrastructure enhancements, equipment updates, patching and maintenance as assigned by Devops teams.
• Customer support – Ensure quality of service to internal and external customers. Provide all necessary information about the fault status, fault resolutions and further declaration to customers as well to Devops experts and other parties. As well as interacting directly with customers.
• Vendor support – ensure collaboration with vendors in case of hardware infrastructure incidents.
• Collaborating with other cross functional groups on projects and in problem solving.
• Responsible for successful function of services and mission-critical tasks.

What you need to have?

Education:

University degree (technical/engineering/IT);

Work experience:

• at least 1 year experience on hands-on application/system administration experience;
• hands-on application level troubleshooting experience; Linux and IP Networking knowledge is a plus.
• good verbal communication skills (English) in both technical and non-technical communications. German language is a plus

This is what we offer

• Additional days off
• Occasional work from home
• Yearly bonus based on the company achievements
• Monthly BeFlexi budget -contribution to pension, health insurance or other benefits based on your choice
• Parking in the office premises