Operations Support Engineer

As part of our OSS Operations team, I will work to improve service and enhance customer focus, ensuring that all relevant parties are kept informed throughout our engagements. I will own the support of OSS applications, managing fault ticket resolutions and handling general administration duties as required. I will escalate issues to 4th line support when necessary and carry out application administration and fault ticket resolution on the OSS estate. Collaborating with other IT teams, I will develop standard fixes to reduce the volume of tickets escalated to 2nd line support. My proactive management of the applications supported will aim to increase the reliability and quality of the services we deliver, focusing on reducing fault volumes, impact, and mean time to recovery (MTTR). I will create, review, and modify documentation to comply with relevant standards. Working closely with development teams, I will review and recommend IT system improvements. Additionally, I will manage license compliance, IT system security, patching, and capacity management to adhere to relevant standards. This role also involves customer-related projects, including MACDs, onboarding devices onto StableNet SNMP, device discovery, configuring monitoring datapoints, setting alerts, creating reports, and supporting fault management and defect remediation.