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SiriusXM · 9 hours ago

Senior Technician, Production Services Operations

Oakland, CA

Full-time

Onsite

Mid, Senior Level

$59K/yr - $84K/yr

4+ years exp

SiriusXM is a leading audio entertainment company in North America, delivering compelling audio experiences through its various brands. The Senior Technician in Production Services Operations is responsible for monitoring, triage, incident management, and technical support to ensure the best experience for customers and the business.

BroadcastingInternet RadioMusicNews

No H1B

U.S. Citizen Only

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

Qualification

Incident ManagementTechnical SupportNetwork Monitoring ToolsServiceNowAtlassian SuiteStreaming TechnologiesSlackZoomGoogle SuiteCommunicationOrganizational SkillsTeam CollaborationTime ManagementTechnical Documentation

Required

Associate Degree, Technical School or military training in computer systems management and monitoring or related area of equivalent experience

4 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

Ability to generate technical operational documentation and standard operating procedures in support of incident management processes

This position requires the use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). As required by ITAR, to perform this position you must be a U.S. Citizen, U.S. Permanent Resident (i.e., ‘Green Card Holder'), Political Asylee, or Refugee

Preferred

Working knowledge of ServiceNow and Atlassian Suite, including OpsGenie

Familiarization with streaming technologies

Benefits

Discretionary short-term and long-term incentives

Company

SiriusXM

Glassdoor3.5

SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connect) 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.

Founded in 1990

New York, New York, USA

1001-5000 employees