Global NOC Analyst II

Responsibilities

• Collaborates with external and internal customers to analyze information needs and functional requirements and deliver the artifacts as needed.
• Escalates complex or consequential issues to management.
• Maintains and completes daily log (Shift log) detailing service and application availability and other issues that arise.
• Recognize, identify, and report trends in hardware and application performance and be able to predict from this analysis possible and probable future failures or outages.
• Escalate incidents and problems to the appropriate support departments with follow-up.
• Initiate major incident notifications in response to high impact outages.
• Monitor local and wide area networks, voice/telephony systems, and server infrastructure for performance and availability issues spanning local and remote network sites.
• Communicate and escalate unavailable or degraded systems and services to the appropriate support teams.
• Work with various IT teams as needed to update existing Knowledge Base articles and create new articles as needed to document changes in standard procedures.

Qualifications

• Ability to correct PC related problems in a timely manner.
• Good knowledge of WAN security and design.
• General working knowledge of networking concepts including TCP/IP, Subnetting, Routing, DHCP, Command line and DNS.
• Knowledge of PC hardware and software.
• Support-level knowledge of the Windows desktop Operating Systems.
• Basic knowledge of operating systems, applications and associated hardware (e.g., Windows Desktop OSs, Windows Server OSs, OS/400, UNIX/Linux).
• Understanding of enterprise computer hardware/software and information systems.
• Understanding of network monitoring concepts (e.g., TCP/IP, Subnetting, Routing, DHCP, DNS, Active Directory, etc.).
• Prior experience working with HP OMi, SolarWinds Orion (suite), HP NNMi, HP Site Scope, Splunk etc. is a plus.
• Understanding of SNMP, NetFlow, and Terminal emulation applications preferred.
• Excellent analytical and troubleshooting skills.
• Ability to evaluate problems and issues quickly, and to make recommendations for courses of action.
• Able to make independent decisions and use sound judgment in relation to the management of team members.
• Able to prioritize tasks and ensure their completion in a timely manner.
• Advanced ability to analyze problems, correlate data from multiple sources and communicate pertinent information to the appropriate support teams.
• Must be available to work 4 days/week (fixed schedule), 10 hours/day (40 hours/week).
• Some after-hours work and periodic 24x7 on call support will be required.

What We Offer

• Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays.
• Our Culture: Our team members define and shape our culture — an environment that welcomes innovative ideas, fosters integrity, and creates a sense of community and belonging.
• Work Life Balance: Flexible hybrid work environment, 2-days a week in office.