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Systems Engineer IV - APO Support Center

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JOB SCOPE
Responsible for primary troubleshooting and analysis of application and related issues in order to maintain the operational life-cycle of systems engineering activities of high-quality, scalable solutions. Recognition of alarms and ability to follow established process to resolve or mitigate, and engage associated vertical teams as needed. Responsible for communicating with internal and external APO teams effectively and efficiently inside and outside of normal business hours.
DUTIES AND RESPONSIBILITIES

Advanced communication / presentation skills in verbal & written forms.
Intermediate skills in methodical, logical & process driven troubleshooting of platforms, systems & architectures.
Demonstrate the ability to develop business relationships with internal partners.
Fundamental ability to follow documentation in performance of run books & MOPs.
Demonstrated ability to perform triage & repair work accurately & repeatedly by following written response documentation.
Work with APO vertical organizations on root cause analysis of selected outages and impairments
Advanced skills in methodical, logical & process driven root cause analysis of platforms, systems & architectures.
Monitor and respond to JIRA tickets related to RCAs
Collaborate with colleagues to determine basis of root cause
Work with verticals to develop and derive action items related to RCA findings
Demonstrate ability to coordinate meetings with verticals which results in the closure of RCA and successful completion of associated action items.
Focus on the mechanics and reasoning behind outages and impairments that result in RCAs
Be methodical and investigate concrete cause-effect evidence to back up root cause claims.
Collaborate with vertical teams to provide enough information to inform a corrective course of action.
Drive action items of a root cause so troubles can be prevented (or replicated) in the future.
Knowledge of ticketing and issue tracking platforms, such as CARS, Jenkins, JIRA, Cherwell
Lead special projects as assigned by APO Support Center leadership

BASIC / MINIMUM QUALIFICATIONS

Bachelor's degree in Computer Science, Engineering or related field and / or equivalent work experience
Minimum three (3) years of experience with troubleshooting tools (i.e tcpdump, traceroute) and system monitoring applications
Minimum one (1) year of experience working with communication & documentation applications such as MS Office Suite (Outlook, Excel, Word, Visio), & Chalk.
Must be able to work the following schedule: Tuesday thru Friday: 8:30PM - 7:00AM.

ADDITIONAL JOB QUALIFICATION

Ability to interpret alarms and associate issues with existing troubleshooting processes
Minimum of one of the following Specialized Certifications or Advanced Training in: VMWare, IP Networking, Linux/Unix, Splunk, Cloud compute/storage, A+, Network+, MTA, provisioning automation, scripting, MCSA

PREFERRED QUALIFICATIONS

Intermediate skills in methodical, logical & process driven troubleshooting of platforms, systems & architectures. Active participant on outage bridges.
Demonstrate the ability to develop business relationships with internal partners.
Intermediate knowledge of APO applications.
Minimum of one of the following Specialized Certifications or Advanced Training in: VMWare, IP Networking, Linux/Unix, Splunk, Cloud compute/storage, A+, Network+, MTA, provisioning automation, scripting, MCSA

WORKING CONDITIONS

Office Environment

ISY308-APO 299803 299803BR
Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
The pay for this position has a minimum of $85,900.00. The actual salary offer may be higher as we carefully consider a wide range of factors, including your skills, qualifications, experience and location. Also, certain positions are eligible for additional forms of compensation such as bonuses.

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Bryant Bonds

Senior Director, Digital Platforms Agency, Agency News & Sports

POWERFUL PROJECTS

Work that has a positive impact on the business

Bryant Bonds’ team’s roadmap consists of many exciting initiatives. But one in particular excites him most: defining a common set of standards for Charter’s backend API services across its many platforms. “We hope to consolidate our services in order to make them easily consumable by our web, mobile and TV-OS applications,” Bonds said. "Once developers are up to speed on the new architecture, it will allow us to develop new services in a shorter timeframe and get new product features out to customers faster." It’ll also make it easier for developers to learn and be productive on varying code bases.

My team gets excited when we’re able to see that our work has a positive impact on the business.

Elena Ritchie

GVP, Video Content, Video Experience

INCLUSIVITY ABOVE ALL ELSE

How curiosity and data play into DEI

The strength of Charter’s culture is anchored by creating an inclusive environment. And Ritchie’s team in Denver is striving to amplify that mindset in a way that aligns with product and engineering. They’re doing this by creating a diversity and inclusion sub-committee for the digital platforms organization. “We’re applying data, storytelling, careful planning to roll out inclusion initiatives that reflect our cultural commitment to continuous, participatory change,” Ritchie said.

In addition to continuous change, this is a great example of how important curiosity, data clarity and storytelling are to our culture.

Keith Neubert

Vice President, Digital Platforms Agency, Agency News & Sports

BREAKING NEWS

The inside scoop on the Spectrum News App

Keith Neubert always feels pride for his team, but there’s no greater example than the success of the Spectrum News App. His team started the build a few months before the pandemic started. And despite the world rapidly changing around them, they managed to stay the course. “Our customers and the public were seeking trusted news sources, and the app was a valuable resource for them,” Neubert said. His team was able to launch the app in July 2020, and it’s been a hit ever since, with more than 2 million downloads and counting.

I’m incredibly proud of the way the team handled the transition and came together to support our customers during trying times.

What are Spectrum Perks + Benefits

Spectrum Benefits Overview

At Spectrum, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive compensation and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

• Paid, on-the-job training and significant opportunities for advancement
• Earn an associate degree, bachelor’s degree or professional certificate tuition-free through our partnership with Guild
• High quality and affordable health care coverage for all employees and their family members
• Spectrum has absorbed the full cost increase for medical, dental and vision for the last 10 years, keeping employee costs flat
• Paid time off including vacation, sick time, personal days and holidays
• 401(k) with 100% match up to 6% of pay plus an additional 3% company contribution to a Retirement Accumulation Plan
• Free and discounted Spectrum services and deep discounts on Spectrum MobileTM regardless of where you live

Culture

Volunteer in local community

Partners with nonprofits

Open door policy

OKR operational model

Team based strategic planning

Employee resource groups

Employee-led culture committees

In-person all-hands meetings

In-person revenue kickoff

Diversity

Documented equal pay policy

Dedicated diversity and inclusion staff

Highly diverse management team

Mandated unconscious bias training

Diversity employee resource groups

With our business resource groups, we welcome you to be part of a strong community that gives you opportunities to network, develop and grow your career.

Hiring practices that promote diversity

We aim to foster an inclusive culture and workplace where every person feels empowered. No matter your background, identity or beliefs, we welcome you to explore a career with us.

Health Insurance & Wellness Benefits

Flexible Spending Account (FSA)

Disability insurance

Dental insurance

Vision insurance

Health insurance

Life insurance

Wellness programs

Mental health benefits

Transgender health care benefits

Financial & Retirement

401(K)