Responsibilities* Manage NMS tools with CICD* Manage Clusters* Manage Active MQ Cluster for logs collection* Help Team understand the underlying architecture of tools

• Deliver high-quality second-level service of the technology environment, manage service now incidents, provide desktop services and asset management.• Manage work order resolution through first call resolution as per industry standards• Complete effective work orders timely and efficiently to provide best troubleshooting results• Proactively communicate with customers, from analysis through resolution, to keep them informed of status; provide follow-up upon resolution to ensure customer satisfaction• Provide intermediate-level network troubleshooting and services.• Integration support for OS X and Windows.• Provide ongoing support and communication to other staff members, promoting an empowered, multi- disciplinary team environment.• Maintain effective communication with Team leaders, Service Desk teams, Vendors, manufacturers, and service providers.• To be proactive in the avoidance of repetitive incidents through publishing “how to’s and “tips” to users on a regular basis and ensuring that the knowledge base is kept up to date at all times.• Provide ongoing support and communication to other staff members, promoting an empowered, multi- disciplinary team environment.• Maintained composure and patience dealing with difficult customer situations.