Junior/Senior Technician Production Services Operations

Who We Are:
Cpl is partnering up with SiriusXM and its brands (Pandora, SXM Media, AdsWizz, Simplecast, and SiriusXM Connected Vehicle Services) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners in the car, at home, and anywhere on the go with connected devices.
Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.
SiriusXM is the leading audio entertainment company in North America, and the premier programmer and platform for subscription and digital advertising-supported audio products.
SiriusXM's platforms collectively reach approximately 150 million listeners, the largest digital audio audience across paid and free tiers in North America, and deliver music, sports, talk, news, comedy, entertainment and podcasts.
Pandora, a subsidiary of SiriusXM, is the largest ad-supported audio entertainment streaming service in the U.S. SiriusXM's subsidiaries Simplecast and AdsWizz make it a leader in podcast hosting, production, distribution, analytics and monetization.
The Company's advertising sales organization, which operates as SXM Media, leverages its scale, cross-platform sales organization and ad tech capabilities to deliver results for audio creators and advertisers.
SiriusXM, through Sirius XM Canada Holdings, Inc., also offers satellite radio and audio entertainment in Canada.
In addition to its audio entertainment businesses, SiriusXM offers connected vehicle services to automakers.
This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world.
Our critically-acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting.
No matter their individual role, each of our employees plays a vital part in bringing SiriusXM's vision to life every day.
We are proud to be launching a new state-of-the-art technology facility in Dublin, Ireland.
The Dublin-based team will play a critical role in our continued digital transformation and will function as a center of excellence for SiriusXM's global Product and Technology organization.
SiriusXM's new Dublin facility will comprise a workforce primarily focused on software development, automotive technology and engineering, AdTech, data science, and analytics.
Talent based in the new technology hub will be charged with developing and implementing best-in-class standards for high-quality, scalable software deliveries for SiriusXM's streaming and in-vehicle audio entertainment platforms.
SiriusXM offers highly competitive benefits at our Dublin office, including a monthly day off on the first Friday of every month.
How you'll make an impact:
The Production Services Operations Team is made up of
an agile group of 24x7 responders
, prepared to handle Technical Incident Management and provide Operational Support for the entire Technology Org.
The technician is responsible for monitoring, triage, incident management and technical support of the SiriusXM Consumer Brands in order to provide the best experience for the Customers and the business at large.
What you'll do:
Duties and Responsibilities:
Responsible for guiding all problems through the incident management process:
Problem Intake
Triage and Investigation
Internal Business Stakeholder communications
Resolver Escalation
Resolution Validation
Problem Management
Daily Technical Operations
Software Deployments
System Alarm Management
Operational Record Keeping and Documentation Maintenance
Collaboration 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 working in a 24x7x365 multi-shift environment where the main focus is monitoring and incident management.
Practical hands-on experience with trouble ticket systems, network monitoring tools, and familiarity with incident management processes.
Must possess the ability to take initiative and deliver through ambiguity.
Requirements and General Skills:
Excellent interpersonal skills and ability to interact effectively with staff at all levels
Excellent written and verbal communication and presentation skills
Excellent organizational skills and attention to details
Ability to work independently and on a team in a fast-paced environment
Strong time management skills, with the ability to prioritize and multitask
Must be available to work a 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
Familiarization with streaming technologies
Ability to generate technical operational documentation and standard operating procedures in support of incident management processes
Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation.
SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived 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 federal, state or local laws.
The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.
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