Overview
Technical Support - Production Services Operations
Cpl is partnering with SiriusXM and its brands (Pandora, SXM Media, AdsWizz, Simplecast, and SiriusXM Connected Vehicle Services) to deliver a leading subscription and ad-supported audio entertainment experience for listeners in the car, at home, and on the go with connected devices. SiriusXM’s vision is to shape the future of audio where everyone is effortlessly connected to voices, stories and music they love wherever they are. SiriusXM is the leading audio entertainment company in North America with platforms that reach approximately 150 million listeners. The Dublin facility will focus on software development, automotive technology, AdTech, data science, and analytics as part of SiriusXM’s global Product and Technology organization.
This role sits within the Production Services Operations Team, an agile 24x7 group responsible for incident management and operational support for the Technology Organization to ensure the best experience for customers and the business.
Responsibilities
* Guide all problems through the incident management process: problem intake, triage and investigation, internal stakeholder communications, resolver escalation, and resolution validation
* Participate in problem management and daily technical operations
* Coordinate software deployments and system alarm management
* Maintain operational records and documentation
* Collaborate with subject matter experts across the organization for continuous improvement opportunities
What you’ll need
Minimum Qualifications
* Associate Degree, Technical School or military training in computer systems management and monitoring or related area of equivalent experience
* 2 years of experience in a 24x7x365 multi-shift environment focusing on monitoring and incident management
* Hands-on experience with trouble ticket systems and network monitoring tools; familiarity with incident management processes
* Ability to take initiative and deliver through ambiguity
Requirements and General Skills
* Excellent interpersonal, written and verbal communication, and presentation skills
* Strong organizational skills and attention to detail
* Ability to work independently and in a team within a fast-paced environment
* Good time management with the ability to prioritize and multitask
* Flexible schedule including weekends, holidays, and overnight shifts
* Must have access to consumer devices to validate streaming services remotely
Technical Skills
* Thorough knowledge of Slack, Zoom and Google Suite
* Working knowledge of ServiceNow and Atlassian Suite (including OpsGenie) is a plus
* Familiarity with streaming technologies
* Ability to generate technical operational documentation and standard operating procedures in support of incident management
Equal Opportunity
SiriusXM is an Equal Opportunity Employer and does not discriminate on race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation, or any other characteristic protected by applicable laws. This description may be modified or waived by the Company in its sole discretion without notice.
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