GOC Support Technician - Waltham, United States - SS&C Technologies

SS&C Technologies Waltham, United States

2 weeks ago

Description

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

Job Description

Global Operations Center (GOC) Support Technician

About the Company

Intralinks helps enterprises extend business processes and high value content across traditional organizational, corporate and geographical boundaries.

Only Intralinks provides a cloud-based Content Collaboration Network where sensitive information can move freely around the globe while maintaining security and compliance, enabling safe and productive work with anyone, anytime and anywhere. Rather than building point integrations or having to rip-and-replace existing content systems, Intralinks customers can connect to the network to confidently and productively control the sharing, distribution and management of their high-value content - regulated, IP intensive or simply important data.

More than 90,000 clients - 99% of the Fortune 1000 companies - have depended on Intralinks to digitally transform and simplify critical business processes while meeting the most stringent governance and regulatory requirements.

Overview

The Global Operations Center (GOC) Operations Support Technician is a critical role for Intralinks in delivering highly scalable and reliable data center & cloud-based platform solutions to its customers. The Operations Support Technician responds to GOC alerts in a timely manner and initiates team interaction to restore service. He/she monitors the operational support systems to proactively identify service impacting events relating to IT, network, service, and facility conditions and provide Tier-1 support to our clients. The position works in tandem with other Intralinks organizations (SRE, System Administration, Development, ITIL support, etc.) and GOC to resolve events and utilizes GOC support subsystems and produce accurate trouble tickets and activity reports. The Operations Support Technician initiates internal conference bridges during platform events as well as sends status internally on the progress of these events.

Essential Functions

Provide world class customer support to internal and external clients
Monitor network and services to ensure availability to all users
Ability to manage multiple high priority issues under pressure
Respond to automatically generated alarms produced by GOC monitoring software by using tools and/or engaging additional Intralinks SRE Support Teams
Facilitate Internal Bridge and send status updates during platform events
Perform up checks on the various applications to ensure connectivity
Identify, diagnose and resolve problems of moderate complexity affecting network and service performance
Process and prioritize customer impacting issues
Follow prescribed trouble and operational procedures
Perform notifications and follows prescribed escalation procedures
Document trouble tickets as actions are taken
Record, update, and maintain outage notifications and announcements.
Rotational support may be required
Weekly 24x7 on-call support
Any other duties as defined by Management

Qualifications

1 to 4 years of relevant experience in a product technical support and/or product development role (preferably in the SaaS industry)
Familiar with a variety of the field's concepts, practices, and procedures
Knowledge and experience of monitoring tools (e.g. Zabbix, Pager Duty, Splunk, Dynatrace, Logic Monitor)
Strong verbal, written, and interpersonal communication skills in English
Critical thinking, analytic, and problem solving abilities
ITIL V3 Foundation Certified a strong plus
Service-Now experiences a strong plus
Positive team collaborator
Customer focused attitude

Education

Associate degree or equivalent experience and/or training; or combination of both

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. SS&C offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan. SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.

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