Job Description

About NetApp We\'re forward-thinking technology people with heart. We make our own rules, drive our own opportunities, and try to approach every challenge with fresh eyes. Of course, we can\'t do it alone. We know when to ask for help, collaborate with others, and partner with smart people. We embrace diversity and openness because it\'s in our DNA. We push limits and reward great ideas. What is your great idea \'At NetApp, we fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds and perspectives of all employees, customers, partners, and communities to foster a higher performing organization.\' -George Kurian, CEO Job Summary As an Information Systems Engineer you are part of a 24/7 infrastructure services operations team that is responsible for incident operations, problem investigation, management, and resolution, and proactive maintenance in pursuit of extremely high uptime and rapid return to service. You will work closely with cross-functional teams to understand and address customer needs and react quickly to support and operations issues. Job Requirements: The Command Center Operations group is part of NetApp\'s IT function and is responsible for a wide range of foundational and infrastructure technical expertise. As a part of a team, you will help to ensure that team objectives and operational goals are met. Essential functions: Provide specific technology operations support during assigned shift. Handle incident tickets, speak with end-users, work on problem tickets, perform proactive maintenance, and resolve critical operations issues rapidly and effectively. Properly update all tickets using established documentation standards to ensure issues are well documented, stakeholders are informed, and issues are closed. Follow all operational processes from high level processes like incident and problem management to specific processes like hardware decommissioning and escalations. Strictly adhere to all Change Control processes and rules to prevent unexpected outages. Problem diagnosis and resolution. Ensure client satisfaction and client management. Reporting to customers and management on status, resources needs, and projected outcomes. Good oral and written communication skills. Ability to work collaboratively with other Command Center team members to support deadlines ability to work independently as well. Strong aptitude for learning new technologies and understanding how to utilize them in an operations environment. Ability to follow standard operational principles and practices and use software management tools appropriately. Creative approach to problem solving. Ability to handle multiple tasks concurrently with competing deadlines. Willingness to work shifts, some of which are off hours or on weekends or on holidays. Job Requirements Technical Skill Requirements Knowledge of Microsoft Teams, Unified Communication & Collaboration, End user telecom service management. Knowledge of Zoom video Conferencing. Knowledge of Oracle Session Border Controller & Oracle Enterprise Communication Broker. Knowledge of Genesys PureCloud Contact Center Solutions. Understanding of SIP Trunking. Experience with enterprise SIP trunking solutions and infrastructure such as CUBE, SIP proxy, and Session Border Controllers is preferred. Knowledge of VoIP protocols such as SIP, H323, MGCP, RTP, Codecs and troubleshooting experience. Experience on Service-Now is a plus Education A minimum of 2 years of experience is required 3 to 5 years of experience is preferred. An associate\'s degree in Information Technology, Electrical Engineering, Computer Science or other related field is required or equivalent experience. Demonstrated ability to have completed multiple, moderately complex technical tasks Did you know Statistics show women apply to jobs only when they\'re 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you. Why NetApp In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world\'s biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities. We expect a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to volunteer with their favorite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. We also offer financial savings programs to help you plan for your future. If you run toward knowledge and problem-solving, join us.

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