• Senior DevOps Support

    Location US-IL-Lincolnshire
    Job ID
    49500
    Function
    Corporate Services
  • Overview

    The Solutions Support Senior position will encompass incident and problem management, training, and technical ownership of solutions support elements within in the Managed Services and Solutions group. Experience with end-to-end solutions with an understanding of Networks, Servers, Hardware and Software will be key for this position. The individual will also need to understand customer business models, deployed solutions, and have heavy experience communicating with customers.

    Day to day tasks will include support of live solutions within customer environments. Expanded elements of the role include developing support models and training resources. This position will provide a dynamic opportunity for direct interaction with product development teams as well as with customers utilizing Zebra's solutions.

    Responsibilities

    • Manage and drive all assigned cases (incidents) at L2 level to closure within target SLA
    • Follow up and drive all problem cases escalated to Engineering
    • Critical ticket escalation management responsibility for Global Level 2 Solutions Support team including cross organization resource coordination, root cause determination, and advanced technical direction for junior members
    • Lead and direct customer outage meetings, customer and new technology onboarding for the team, QBRs, and provide consultation on customer’s change requests
    • Participate in process, technical, and contractual reviews with internal teams, customers, and partners
    • Provide technical expertise within the Zebra support community by engaging in customer forums, technical document publications, and customer metrics reviews
    • Attend internal QBRs, PAC reviews and operation readiness reviews
    • Take the lead role in technically onboarding new engineers and assist in advanced technical training for internal personnel (L1 and L2)
    • Must be technically savvy to pick up and own new technology introduced to the solution space
    • Excellent time management skills, self-starter. Receives little instruction on day-to-day work and general instructions on new assignments
    • Must have outstanding written and spoken communication skills, including communicating ideas easily and effectively to diverse audiences, small and large. Frequent communication with senior management and outside customer contacts will be a large part of this role
    • 15% Travel (Domestic and International) to customer sites and company locations

    Qualifications

    Required Education: 

    • Bachelor's degree

    Required Work Experience (years):     

    • 6+ years work experience

    Key Skills and Competencies:

    • Linux server admin experience
    • Database server experience (Mondo, SQL)
    • Microsoft Server Administration experience
    • Understand of DevOps (experience a plus)
    • Advanced Networking experience
    • Experience in T&L, Retail, industrial manufacturing or Healthcare preferred
    • Understanding of RFID technologies (experience a plus)
    • Understanding of mobile computing technologies
    • Understanding of Android OS (Windows Mobile OS a plus)
    • ITIL Certification preferred

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