associate Network EngineerDexcom

Job Description:
Job Description:
The IOC Engineer L1 position within Dexcom's Integrated Operations Center is the first point of contact in collecting and routing service events (collectively known as incidents). The person in this position is required to work in a team environment, under limited supervision and reports to the IOC Shift Supervisor.
As the first point of contact for the IOC; the IOC Engineer's #1 goal is to provide an efficient and effective response to system problems and concerns by providing quick answers, escalations, resolutions, and accurate results.
Essential Duties and Responsibilities:
Actively monitor and analyze a wide variety of dashboards, alerts, and software to identify issues as they arise.
Perform general remote trouble shooting and attempts to resolve incidents based on technical knowledge, SOPs, and expertise within agreed SLAs.
Complete scheduled intermediate level maintenance, management, and system administration activities on servers or other configuration items (like Business/Manufacturing Systems/Applications) managed by IT.
Escalates issues to higher tier of support. Collaborate with other IT Engineers to determine the effective course of action. Escalate complicated issues to management, other IT resources, third parties and/or vendors, as appropriate.
Participate in improving processes and knowledge base articles.
Ensuring overall system and server uptime, availability, reliability, and security
Other duties or tasks may be assigned from time to time.
Reports directly to operations/shift IOC Supervisor.
You get excited about Dexcom because you will:
Monitor for events triggered by IT monitoring platforms
Implement new tools to bring a deeper level of visibility and observability to existing and future IT systems
Ensure ITIL Service Management processes are followed
Identify issues proactively and predictively; escalate issues or process-gaps to IOC Supervisor
Perform initial incident documentation by creating incidents in ServiceNow. Incident documentation includes selection of the affected system(s), prioritization of the incident, filling in the mandatory fields such as type and time of incident and a brief description.
Route incidents to the appropriate team
Assist in defining and authoring incident call-tree and escalation processes
Update customers regarding the status of their inquiries or issues via telephone or email
Research and resolve issues such as documentation requests, repeat issues (problem management), recommend process improvements, and provide shift turnover of system state and incident status.
Be the front line to Dexcom's SME staff members by monitoring system events, coordinating and routing incidents, and escalating events which require attention
Manage incidents where applicable to ensure that response times and availability requirements established in defined SLA's are met.
Create and update tickets with high accuracy and following established procedures
Use proper spelling, grammar, and context in all communications
Personal Training and Career development
Additional
We get excited about you because you bring the following:
Passionate about IT operations processes and utilizing a combination of tools and data to bring higher levels of operational awareness and excellence
Ability to communicate effectively in both written and verbal mediums
You are both service and data-driven, with experience leveraging metrics and SLAs to drive IT processes
You love to get your hands in technology operations and think creatively about hard complex problems and how data-driven process improvement will enable Dexcom's continuously growing business needs.
You find joy in identifying process-gaps and developing new processes where they do not exist today
You love to use IT metrics and data to guide process creation and improvement
You know that existing IT processes might not currently exist and always have a mindset of "I don't rely on the existence of processes; I want to lead the development of them wherever possible"
You have experience in implementing tools which enable the observability and management of technology systems
You have Linux Operating System experience
You have experience in Open Source tools which enable monitoring, logging, event analytics, event correlation, synthetic monitoring, application performance monitoring (APM), observability monitoring and management, etc.
Additional Position Requirements:
ITIL® Certification as Practitioner or higher (Preferred)
Requires a minimum of 2 years of IT operations experience.
Excellent customer service skills.
Exceptional written and oral communication skills. Must be able to document issues with a high level of accuracy and attention to detail.
Ability to multitask in a fast paced and demanding environment.
Basic understanding of TCP/IP, subnetting and the OSI network model
Experience with SolarWinds, Oracle Enterprise Manager, Splunk, VictorOps, and various Cloud Monitoring toolsets desired (big plus)
College or University four-year degree in IT Management or Computer Science + Two years professional experience in IT Operations (Two years of equivalent professional experience will be considered in-lieu of each year of College or University)
To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.
Dexcom

Taguig City, Metro Manila
Permanent
Full-time