Description

A Randstad é a empresa número 1 no setor de recursos humanos a nível mundial e líder em Portugal. Com presença em todo o país, conta com oportunidades de emprego para diferentes setores de atividade, como indústria, serviços de apoio ao cliente e vendas, tecnologias da informação, finanças e banca, hotelaria, turismo e restauração, recursos humanos, entre outras.
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Randstad Professionals is specialized in the recruitment of middle and senior positions.

Our client operates in the telecommunications sector and provides tier 2 and tier 3 technical operations services for managing state-of-the-art DTV, OTT TV and IPTV as well as broadband service platforms for several major service providers in over 30 countries.
They also provide engineering and IT services to some of the largest service providers in the areas of design, development and deployment of service platforms and business support systems (BSS).

They are looking for an IPTV engineer to join the team in Amsterdam on a face-to-face work model.

Context/Environment:
Position is within the Operations Department.
Position is remote with occasional travel onsite.
Position requires on-call support (rotating typically 1 week every 6-8 weeks)

descrição da função/job description
Perform incident triage, routing incidents to the appropriate internal, client or vendor teams as required
Analyze incidents E2E by reviewing logs and using available troubleshooting tools and scripts
Identify the root cause of incidents and propose fixes or workarounds, or escalate to the 4 th level of support as required
Write release notes for proposed fixes, support the JIT & UAT test and deployment processes
Review vendor release notes for fixes developed by the 4 th level or changes proposed as part of the Change Management process to ensure operational readiness (e.g. by reviewing test results)
Perform Impact and Readiness Assessments for scheduled go-lives (new releases or new features)
to ensure operational criteria are met (e.g. documentation is available, monitoring is in place, test results are passed, etc.) and highlight any major risks or gaps
Identify repetitive operational issues to define improvements to speed up diagnostics,
troubleshooting and corrective actions
Create Problems tickets for related incidents and support the troubleshooting process
Coordinate the Incident Management and Problem Management processes end to end, organize
calls with other teams as required and follow-up on the resolution process through to completion
Follow standard procedures for proper escalation of unresolved or more complex issues to the appropriate internal or vendor teams
Participate in major incidents escalations during business hours or out of hours when on-call
Ensure prompt feedback is provided at all times and tickets are updated regularly in the relevant ticketing system
Help prepare weekly, monthly, and quarterly reports as per SLA requirements
Help improve operational efficiency by supporting Knowledge Management which looks at
gathering, analysing, storing, and sharing knowledge and information within the organization, e.g. via tools such as Wiki and MS Teams Channels
When not active on incident support, develop custom scripts for the automation of certain operational tasks and service monitoring of the Interactive Video solutions
Help improve the service availability by suggesting design improvements to address operational issues. Liaise with architects, developers, engineers and the business in order to design and deliver these improvements

requisitos/requirements
Experience: Minimum of 7+ years of experience in an expert Technical Support environment with an operational mindset, willing to work out of hours if necessary
Education level: Minimum of bachelor degree in a technology domain
Solid understanding of the telecommunications industry and technologies, in particular around DTV and OTT/IPTV video delivery architectures
Strong knowledge of Linux (e.g. Ubuntu, RedHat/CentOS, management and monitoring of processes and configuration)
Worked in a L2 or L3 support function at a tier-1 telco or large organisation
Exceptional analytical capabilities to gather and interpret technical information and to develop, recommend, and implement solutions
Good attention to detail and ability to show initiative
Determination and drive to consistently deliver according to commitments
Experience working with international teams (direct and indirect) from different cultural backgrounds and experience in managing external resources.
Excellent interpersonal, oral and written communication skills in English.
Available to move Amsterdam

oferta/offer
-

para se candidatar/to apply
https://www.randstad.pt/empregos/title_location_RP-2023-134674