Field Network Operations Center - IT Analyst

About the role

The Field Network Centralized Operations IT Analyst supports Oxy’s Onshore Resources and Carbon Management assets by monitoring, troubleshooting, and escalating telecommunications, network, SCADA, automation, and IT service issues.

Responsibilities

• Perform reactive monitoring, troubleshooting, and working to resolve or escalate telecommunication and IT related issues within Oxy’s Onshore Resources and Carbon Management (ORCM) assets.
• Responsible for initial triage, escalation, and resolution of network and service monitored alerts and troubles.
• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Perform basic network operations functions such as monitoring information on all sites and back haul, identifying deterioration of components and dispatching / assisting field personnel with repairs.
• Identify, notify, and escalate network and service issues.
• Respond to network and service alarms with the primary focus to discover and resolve customer-impacting issues before customers recognize impact to their services.
• Compose and send outage notifications, alerts and inform a wide audience (including executives) of high-risk network and service impacting events and major customer-impacting incidents.
• As a technical escalation for the Automation and IT teams.
• Respond to emails from internal groups and external vendors pertaining to a wide range of customer-facing issues.
• Under supervision, manage outage calls to drive quick resolution to customer-impacting issues.
• Handle and appropriately direct incoming trouble calls.
• Work closely with ORCM automation and IT teams to resolve service issues.
• Escalate and resolve network problems / faults with appropriate parties.
• Track and update problems in the trouble ticketing system.
• Monitor traffic pattern to identify potential problem areas and escalate to take corrective action to implement short term adjustments as well as refer chronic problems to Engineering for permanent resolution.
• Identify alarm correlations and appropriate response actions for future automation.

Requirements

• Information Systems and Network experience.
• Ability to remotely troubleshoot communication issues between SCADA System and end devices.
• Ability to remotely troubleshoot communication issues on core network infrastructure.
• Cyber security troubleshooting.
• Ability to troubleshoot OPC and applications.
• Ability to troubleshoot Automation laptops and desktops.
• Willing to work 12-hour shifts from 7am-7pm Central Time (Week 1: Mon, Tues, Fri, Sat, Sun; Week 2: Weds, Thurs).
• Strong pattern recognition skills/good at interpreting data and graphs.
• Strong decision-making skills.
• Discipline and attention to detail to deliver quality work.
• Strong English communication skills and the ability to work with a variety of different technical and non-technical personnel.
• Thorough understanding and use of Microsoft Office Suite.

Qualifications

• College graduate in Computer Science, MIS, Engineering, or a related field preferred; Equivalent work experience pertaining to information technologies, project management, and / or telecommunications may be acceptable.
• Relevant work experience (e.g. NOC, data analytics, customer service, telecom industry, tech industry).
• Strong understanding of process development and runbook documentation.
• Experienced shift work.
• Passion for technology.
• Ambition to learn and progress.
• Strong interpersonal skills.
• Fast learner.