Senior Technical Support Engineer responsible for supporting Stryker’s Vocera solutions. Ensuring effective deployment, customer service, and issue resolution in a hybrid work environment.
About the role
- NOC Support Engineer providing 24x7 operational support for TNS financial services. Engaging in incident management and interfacing with clients in a global team environment.
Responsibilities
- Monitoring TNS’s various event management systems
- Monitoring the Service Operation's email inbox and responding to inbound telephone calls to TNS Network Operations
- Raising incident tickets on the TNS Incident Management ticketing system
- Providing first level problem determination/triage for all incidents
- Following runbooks
- Engaging NOC engineers on incidents to see the incident through to successful resolution
- Interfacing with clients, vendors, market participants, and financial exchanges
- Working as part of a global team that provides 24x7 Service Desk coverage on a rotation basis
- Manage and resolve assigned incident tickets
- Support customer incident management bridges and calls
- Support Major Incident Management and fault resolution
- Support Problem Management and root cause analysis
- Become a SME on supported products and services
- Production and update of service documentation
- Support PCI compliance
- Support Disaster Recovery activities
- Provide training, knowledge transfer and ongoing support to TNS global FinTech analysts
Requirements
- 5+ years experience in a network operations environment supporting a low latency global IP network, within Financial Service
- 5+ years experience supporting global managed hosting / server environments
- Direct experience configuring and troubleshooting Cisco, Juniper, and Arista routers and switches
- Cisco IOS, JunOS and Arista experience and familiarity with TAC case management and escalation process
- Multicast market date and FIX order routing troubleshooting experience
- Routing protocol troubleshooting experience (BGP,IS-IS, OSPF, EIGRP, HSRP)
- Network Address Translation experience
- MPLS experience
- Direct experience troubleshooting and supporting financial markets and applications
- Solid written and verbal skills
- Direct customer service experience required
- Flexibility around working hours in support of business requirements (may include bank holiday working etc)
- Able to work 24x7 shift pattern
Benefits
- medical coverage
- life insurance
- enhanced holidays
- Pension contributions
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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