JOB TITLE: Senior System Engineering

JOB LOCATION: 3400 W Plano Pkwy., Plano, TX 75075

DUTIES: Provide 24x7 Tier 1 support for agent facing applications –Salesforce, Salesforce Marketing Cloud, Mulesoft, OPUS, Customer Account Lookup & Management (CALM). Manage escalated issues, incidents and outages, triage and driving prompt resolution. Provide prompt visibility and status of escalated issues, incidents and outages to leadership, business partners and other key stakeholders. Responsible for Site Reliability Engineering aspects such as developing functional and technical knowledge-base of the application, creation of run books, developing observability of the application in terms of alerts, monitoring and dashboards that enable proactive incident and problem detection, triaging of the incidents and helping Tier 2conduct blameless post-mortems (after action reviews). Work with Release Management related to upcoming changes to production to identify risks and mitigate ...