Application Support Analyst
TELUS International
Ortigas Center
4d ago

Basic Information

Description and Requirements

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

Technologies and Tools

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)


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

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