15h Left: Lead Technican, PSO

2 weeks ago

Dublin, Dublin City, Ireland AdsWizz Full time
Technician, Production Services Operations

Who We Are:

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.

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 organisation.

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.

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:

1. Problem Intake
2. Triage and Investigation
3. Internal Business Stakeholder communications
4. Resolver Escalation
5. Resolution Validation
6. Problem Management

Daily Technical Operations:

1. Software Deployments
2. System Alarm Management
3. Operational Record Keeping and Documentation Maintenance
4. Collaboration with Subject Matter Experts across the Organization for Continuous Improvement Opportunities

What you'll need:

Minimum Qualifications:

1. Associate Degree, Technical School or military training in computer systems management and monitoring or related area of equivalent experience.
2. 2 years of experience working in a 24x7x365 multi-shift environment where the main focus is monitoring and incident management.
3. Practical hands-on experience with trouble ticket systems, network monitoring tools, and familiarity with incident management processes.
4. Must possess the ability to take initiative and deliver through ambiguity.

Requirements and General Skills:

1. Excellent interpersonal skills and ability to interact effectively with staff at all levels
2. Excellent written and verbal communication and presentation skills
3. Excellent organisational skills and attention to details
4. Ability to work independently and on a team in a fast-paced environment
5. Strong time management skills, with the ability to prioritize and multitask
6. Must be available to work a flexible schedule including weekends, holidays, and overnight shifts

Technical Skills:

1. Thorough knowledge of Slack, Zoom and Google Suite
2. Working knowledge of ServiceNow and Atlassian Suite, including OpsGenie, is a plus
3. Familiarisation with streaming technologies
4. 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, colour, 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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