About this role
· Provide advanced diagnostics at system, application and infrastructure level for the system. · Carry out root-cause analysis for major and recurring incidents and own the permanent fix. · Open and manage OEM back-to-back support cases under the same ticket and SLA clock. · Own configuration, firmware and software maintenance and coordinate manufacturer releases and upgrades. · Own the preventive-maintenance procedures and predictive monitoring for the system. · Maintain the design documents, SOPs and knowledge base; mentor and sign off Level-2 competence. · Provide technical assessment to the Change Advisory Board for changes to the system. · Operate imVision; maintain connectivity records and as-built drawings; keep documentation and the CMDB current for moves, adds and changes. Requirements · CommScope imVision training; AutoCAD / documentation skills; structured-cabling knowledge. · ITIL Foundation. Experience. 4 or more years hands-on with the specific system in a comparable environment. Competencies · Deep product knowledge. · Diagnostic and root-cause skill. · OEM liaison. · Documentation and mentoring. Key performance indicators · Advanced-incident resolution within SLA. · RCA delivered within timeline. · Repeat-incident reduction. · Certification currency.
