Managed Services Support Engineer

This individual will assist in the lifecycle monitoring and management of all tooling and platforms within Managed Services. This individual will be involved across all Managed Services platforms providing support around enhancements defects and knowledge on how our tools work. This will range from systems like our monitoring application integration platform credential management and coordination with WWTs IT ServiceNow teams. This person should be a great communicator used to managing systems to keep track of asks (tickets) as well as driving organization while representing our stakeholders. This individual will also be expected to learn and understand how our solutions work within Managed Services to better support our customers partners internal stakeholders and supporting our operational teams. This can range from SNMP Ping to API driven monitoring familiarity with monitoring is a plus.

Job Responsibilities/Essential Functions/Competencies

• Great organization and communication skills.
• Work with stakeholders to gather acceptance criteria around enhancements.
• Be able to rewrite requirements into User Stories
• Ability to selfstudy troubleshoot and debug issues with our platforms and processes.
  • Be able to reproduce issues to help identify bugs.
  • Be able to functional and do acceptance testing for enhancements.
• Be a knowledge leader around how our systems function and integrate with each other.
• Experience with Smart Sheets (excel alternatively).
• Experience with Jira and ticketing systems
• Experience with Process and Governance relating to Enhancements and Defects.