Senior Collaboration Engineer Azaleos

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Maintains technical overview of client environment. This includes (but is not limited to) incident / problem tracking, and ensuring junior engineers maintain delegated tasks in kind by mentoring and both technically and professionally. Research problem information to proactively identify trends and potential sources of new problems while preventing the replication of issues within the environment. Act as SME for escalated issues and questions from NOC and Ops team members. 25
Through continuous review, ensures all open incidents for assigned clients are being worked to resolution; escalates any aged issues to management as needed displaying a sense of ownership and accountability. Work with customers and to understand the business needs of clients to create solutions to fit their needs. 20
Primary driver for development and delivery of project / OAI activity in client environments, ensuring resourcing and project management needs are met via delegation and guidance of peers, other members of the Operations Engineering team and NOC.20
Functions as the highest level point of contact in receiving client requests for resolution. Takes ownership of call and employs established automated and manual processes to ensure a complete, expedient and high quality resolution to client service requests. 15
Provides technical and procedural support to NOC and OPS team members via request or by initiating consultation in high volume situations. Research and documentation on major incidents and problems, developing complete documentation on impact and root cause of issues 10
Assists in the development of standard operating processes, procedures and policies in a dynamically changing business environment that will result in high quality and cost effective client service. 5
Assists in onboarding new clients as assigned.

Location:	Seattle, WA United States