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Enterprise Operations Support Specialist
Ref No.: 18-06932
Location: Bethlehem, Pennsylvania
This is a technical operations role working as a bridge between Help Desk Associates, Infrastructure Engineers and Product Support teams. For the most part, the issues being managed have the potential to impact many Clients or Associates. Support and monitoring actions are specifically focused on preventing and/or resolving outages.



· Monitor the Service Now (GSC) ticket queue for incoming Incidents and Requests and resolve or escalate these tickets.
· Monitor the Zenoss Monitoring and Alerting Dashboard and apply Standard Operating Procedures (SOPs) to respond to alerts/warnings and fix them
· Identify repeating alert trends or non-actionable alerts
· Escalate to 3rd level support teams as directed
· Monitor BSM (synthetic transactions) to confirm a "green” state for applications
· Participate in Bridge calls as needed to help resolve system outages and restore service to users and Guardian partners.
· Update the GSC cases he/she takes with notes on the progress and resolution of the case
· Create Knowledgebase entries to educate and help coworkers as directed by senior members of the team.
· Suggest defects and product/infrastructure enhancements to improve stability
· Perform Incident and Problem management based on ITIL principles.



NTT DATA Services is a leading IT services provider and global innovation partner with 130,000 professionals based in over 50 countries. NTT DATA recently acquired Dell Services. NTT DATA Services emphasizes long-term commitment and combines global reach and local intimacy to provide premier professional services, including consulting, application services, business process, IT outsourcing, and cloud-based solutions. We are a part of NTT Group, one of the world's largest technology services companies, generating more than $100 billion in annual revenues and partner to 80% of the Fortune 100. Visit www.nttdataservices.com to learn how our consultants, projects, managed services, and outsourcing engagements deliver value for a wide range of businesses and government agencies.

The Company is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.