北京招聘

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Network Operations Center (NOC) Engineer III

The web performance division of Compuware Corporation, Gomez, Inc., the leading provider of 24x7 Web Application Experience Management solutions, is seeking a NOC Engineer III (team lead).

General Description
Reporting directly to the Manager of the Network Operations Center, the NOC Engineer III will be based in the Lexington, MA, headquarters and will ensure that all events in the NOC are tracked, addressed and documented correctly; ensure all support and training documentation is current; act as primary escalation point for all incidents (must be available 24x7); and handle overflow issues of the shift engineers. This requires an in-depth expertise of all production environments, servers, network devices, databases and applications (proprietary and those generally available) and necessitates the ability to respond proactively to all fault and performance events and alerts.

Responsibilities

In addition to the responsibilities of shift engineers, the technical lead will:

· Review all trouble tickets for correctness and completeness.

· Work with daytime team lead to facilitate team communications, including shift handovers.

· Compile weekly status reports and review with the other team lead manager.

· Ensure all training and runbook documentation is current.

· Handle technical case escalations 24x7 from the other shift engineers.

· Act as Subject Matter Expert for all products and subsystems.

Shift engineer responsibilities:

· Proactively monitor the Gomez production network.

· Respond to all events and alerts in any of the Gomez monitoring systems.

· Find, diagnose and troubleshoot problems to limit unscheduled product downtime.

· Perform scheduled maintenance.

· Field cases from client services, customers, development, other operations teams and NOC team members.

· Maintain a caseload and work with NOC team to ensure the efficient resolution of all cases. Receive open workable cases from the previous shift and pass remaining open workable cases to the ensuing shift.

· Notify client services of all customer-impacting issues.

· Coordinate troubleshooting efforts with internet and collocation providers, hardware vendors and customers.

· Escalate cases management and other departments according to the Gomez escalation matrix or as a given issue requires.

· Assist the team and the company in achieving service quality objectives and other team goals.

· Attend weekly staff meetings to discuss problems, processes, etc.

· Attend product meetings or other meetings as required.

Requirements

· 3-5 years experience working in a fast-paced 24/7 environment.

· Experience leading a technical team

· Technology-focused bachelor's degree, certification (CCNA, MCSE) or commensurate experience.

· Advanced understanding of TCP/IP and common internet protocols (HTTP, DNS, SNMP, etc.) and related troubleshooting tools and commands.

· Advanced understanding of subnetting.

· Strong team-first mentality, willingness to assume issue ownership.

· Dependability, self-motivation, sense of responsibility.

· Extensive experience with Windows server products and with switches and routers.

· Proven problem diagnostic, problem-solving and multitasking abilities.

Company Overview:
Founded in 1973, Compuware provides software, experts and best practices to ensure applications work well and deliver business value. Compuware solutions optimize end-to-end application performance across the Enterprise and the Internet for leading organizations around the world, including 46 of the top 50 Fortune 500 companies and 12 of the top 20 most visited U.S. web sites. Compuware employed over 4,000 people worldwide. We have more than 100 offices located in 45 countries. Learn more at: http://www.compuware.com.
The company's ongoing success depends on our employees--a diverse team of people with a set of key, common attributes. We seek positive, assertive team players who have a strong desire to succeed in a team- and customer-oriented environment.
研发中心：北京市朝阳区北四环中路27号盘古大观A座601-605, 616-618室
销售市场：中国北京市东城区东长安街一号东方广埸W3办公楼1111-1112室