Proactive Surveillance Agent (network, ITIL, level 1.5)

You will be part of Network Proactive Monitoring team at level 1.5 working in a global command centre environment.

Carry out proactive fault monitoring and incident management support and co-ordinate the resolution with the appropriate resolver groups.
Report and escalate all observed problems to proper operational escalation points.
Maintain process, procedures and support documentation of network products and services being supported.

Education Requirements

Diploma or Degree in Computer Science, Data Communications, Electrical Engineering (or equivalent)
ITIL certification (e.g. Foundation, Change, Incident and Problem management) is preferred.
Certification in Cisco/Juniper/Riverbed would be an asset

Knowledge and skills

Excellent verbal and written communication skills in English.
Excellent customer service skills required.
Interpersonal skills with the ability to work well with others.
Organizational and problem solving skills.
Ability to multitask and work under pressure.
At least 1 year of experience in network management preferred.
Experience or knowledge of HP Openview, InfoVista, EMC SMARTS, Netcool preferred.
Knowledge of concepts and the use of network management toolsets.
1-2 years experience in a networking oriental Call Center preferred.
Some knowledge of data transport technologies, topologies, standards and infrastructure are desirable.
Experience using trouble-ticketing and service management systems preferred.
Ability to effective at various levels of internal and external customers.