Work in a 24x7 environment performing monitoring and surveillance for Verizon Business’ Global Service Desk support of Managed and Unmanaged Customers including Johnson Controls, Speedway, Allstate Insurance, Toyota, and Morgan Stanley. Provide Tier 2 level ITIL based Incident/Change/Service Request Management to include Triage, Resolution/Fulfillment, and partner referral and necessary escalation to meet SLA requirements. Use predefined processes/procedures to react to infrastructure events/alerts by determining prioritization of outage, first level troubleshooting/fault isolation, instituting fix/repair actions within designated level of authority and escalating issues to Tier 2 or 3 engineers or external organizations as required. Provide work direction/assistance to those with less experience. Perform shift oversight by ensuring that on-duty personnel are assigned monitoring and ticketing functions. Provide event management notification via Verizon designated systems to keep support centers and executive management up to date on network outages and impacts to the customer base. Perform complex fault diagnosis using predefined processes/procedures and institute fix/repair activities within Tier 1 realm of responsibility. Ensure that in-scope infrastructure outage escalations are adhered to in accordance with defined guidelines and that executive management and external support organizations are well informed on the progress and status of network outage events. Ensure that performance metrics such as mean-time-to-repair (MTTR) and ticket handling meet designated targets.