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Level 2 Production Support Specialist - Panama Hybrid
Level 2 production support specialist maintaining critical telecommunications services at Stefanini. Diagnoses infrastructure, network, server, database, and incident issues within SLA requirements.
विवरण
- Ensure telecommunications service continuity and respond quickly to critical infrastructure incidents
- Diagnose complex software or infrastructure failures before escalation to Level 3
- Perform advanced equipment configuration
- Manage databases and analyze logs
- Provide first-line support and resolve standardized Level 1 issues
- Escalate complex incidents
- Manage incidents in accordance with service-level agreements (SLAs)
- Document incidents, failures, operating procedures, and technical knowledge
- Communicate with users, customers, managers, and vendors to manage expectations and coordinate solutions
आवश्यकताएँ
- Explain complex infrastructure issues clearly to managers or affected customers
- Accurately interpret failure symptoms reported by users or generated by system alerts
- Write incident logs and failure summaries, including post-mortems
- Remain calm and focused during critical service outages
- Assess risks in real time and apply temporary workarounds
- Adapt to rotating 24/7 shifts
- Understand networking, virtual platforms, and service management
- Know how to work with routers, switches, firewalls, and load balancers
- Demonstrate command of TCP/IP and routing protocols
- Administer Linux and Windows Server environments
- Have experience with VMware, Hyper-V, and AWS or Azure cloud platforms
- Run SQL queries in MySQL, PostgreSQL, and Oracle
- Use ITSM tools, Jira Service Management, and ServiceNow
- Understand Zabbix, Nagios, and SolarWinds
- Classify, prioritize, and resolve tickets within SLAs
- Apply root-cause analysis and advanced troubleshooting
- Create and maintain runbooks and knowledge bases
लाभ
- Open to applicants with disabilities
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