Sr Specialist App/Prod Support

Job Description:

The Tier3 Support Team will be responsible for the overall reliability and operations of Advanced Connectivity Platform (ACP). ACP is an API Delivery platform, supporting mission critical, revenue generating services for the company.Performs both fault and lifecycle management to deliver E2E Network API Flows technical support on a 24X7 basis. Activities include, but not limited to, pro-active triage, investigation, remediation of acute and chronic issues that span multiple platforms (i.e. MuleSoft), technologies (AKS, Snowflake, PostgreSQL, Azure, etc.) and network elements (i.e. 5G, LTE, etc..). Must have a strong understanding of network and cloud architecture. Must understand the End-to-End API flows and services leveraging the APIs to provide best in class support to clients of the ACP platform as well as contribute to the continuous improvement of the platform and the services that ride on the platform. A DevSecOps operational mindset is mandatory. 

Additional responsibilities include:• Performing Application Monitoring and Response • Application Problem Management/Resolution, • Application Change Management, Scheduling, Implementation of change, Deployment, Configuration and Tuning of Application • Infrastructure Components management, such as AKS, Golden Image, security upgrades.• Contribute to Project Implementation work associated with new applications or changes to existing applications, • Service Assurance Management, Status, and Metrics collection/reporting.

Key Roles & Responsibilities

FAULT MANAGEMENT - Technical support and troubleshoot network platform & service issues including • alarm and KPI monitoring (proactive and reactive); • investigation/diagnose API flow issues• triage and communicate event status and coordinate root cause analysis• mitigate/remediate complex technology fault conditions that span multiple production platforms and environments. • implement restoration of services/API flows• may involve the implementation of vendor/IT fixes or design changes. • solves GTOC incidents and Call to Work (using PagerDuty?) independently and works with additional support teams, DSI engineering and vendors as needed. • proactively monitor and maintain system configurations to achieve designed performance and reliability levels using key performance indicators (KPIs). 

CHANGE MANAGEMENT• Lead, manage, coordinate, track, report on any activities done in production teams• Create AOTS-CM, ensure activities in production are within GTOC compliancy• Manage maintenance windows, working with team to implement desired changes• Own and manage the change management process for activities on ACP platform, understand GTOC processes.

TECHNOLOGY INSERTION AND PRODUCT DEVELOPMENT• Works closely with business partners in a DevOps methodology partnering with Labs, product development, and DSI engineering teams to create process documentation, methods, procedures, tools and guidelines for current Network APIs roadmap, capacity management and create/execute use/test cases/Synthetic testing during new technology instantiation. • Participates in collaboration sessions with DSI engineering and vendors on product capabilities and improvements. • Reviews and interprets technical documentation and specs for inclusion/adaptation into database templates. • May interact with customers virtually or in person to outline or recommend technical solutions for their business or explaining root cause of a API issue event. • Collaborate with upstream and downstream partners (DSI Engineering, provisioning, Mobility, etc.) to conduct change management procedures. • Develop applications, scripts, and act as system DBA (database administration), building knowledge database SharePoint and internal messaging BOTs while maintaining other key critical software/data platforms. • Knowledge of and the ability to use tools and techniques for analyzing and documenting logical relationships among logs, traces, data, processes or events translating business problems into insights. • Ensure that the environments where Network APIs are deployed stay continuously in compliance, with no security issue (i.e. Deploy Golden Images, implement/deploy security fixes, manage ASTRA, renew certificates on time, etc.)• Ensure 24x7x365 availability. Flexible to work in 3 rotational India shifts covering morning, afternoon & night with monthly rotation .AUTOMATION• Perform automation functions through scripting and programming to bring efficiency to support and monitoring functions. • Perform data analysis on platform and or organizational metrics using industry standard analytics and data presentation tools. • Enhance API360 cockpit to facilitate pro-active monitoring and issue detections associated to Network APIs

Education Preferred Bachelor's degree in Computer Sciences, Engineering or Operations

Experience:- Over 8 Years