Application/Software Support
Job details
REMOTE IN IRELAND ONLY - PLEASE NOTE SHIFT WORK Application/Software Support Department: Production Services Operations (PSO) Who We Are: SiriusXM and its brands (Pandora, Stitcher, 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. 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. 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 Senior Lead 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
- Degree or experience in applications/software management and monitoring
- 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.
- 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
- 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
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