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**Description**Provides Tier II support for network related incidents for Kansas City Southern Railway in order to support the business objectives and ongoing operations for the Information Technology infrastructure of Kansas City Southern Railway.
**Accountabilities**- Engineering:- Provides engineering (design) support for one or more network technologies or deployments.- Contributes to the development of standards and policies for protocols, implementation procedures.- Ensures capacity planning is performed, and is proactive in accessing and making recommendations for improvement.- Plans, installs, configures, administers, and troubleshoot the network systems for LAN and WAN environments.- Participates in an On-Call Rotation for critical incidents (P1 and P2)- Participates and technically leads troubleshooting and project related conference calls.
Able to convey technical information in a manner suitable to the audience.- Incident Management:- Monitors the progress of the work of the Tier I support team.
Tier II for TAC Escalations.- Meets resolution SLAs and provide incident reports for metrics.- Tool administration:- Investigates and implements new monitoring tools.- Configures and maintains existing monitoring tools.- Change management:- Reviews all changes that could impact services monitored by TAC.- Engages IT teams and the business for impact assessment.- Notifies TAC team for weekly changes.- Problem management:- Identifies, registers and manage problems related to IT services.- Engages resolution teams and coordinate them through root cause identification.- Follows up to ensure resolution.- Monitoring services implementation:- Monitors network performance- Follows up on new monitoring services requests.- Documents procedures and troubleshooting guides for TAC operations.- Implements services on monitoring tools.- Work on executive reports for management.- Request management:- Network upgrades, deployments and expansions.- Services mapping and drawing diagrams in MS Visio.- Maintains diagrams updated of the different sites that the TAC supports.- Updates information in monitoring tools.- Collaborates with IT Projects during design, implementation and release phases to identify potential vulnerabilities with Telecoms devices and asset management for MX Telecoms.- Exemplifies KCS Vision, Values, and Culture in each and every interaction with team, clients, and stakeholders.
**Required**- Bachelor's degree from an accredited university or college, preferably in a job related major field of study.- Minimum five (5) years of relevant professional experience, or equivalent combination of education and experience.- 90% English Proficiency both in reading, writing & speaking.
This would include technical, business and casual situations