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.
• Must have high attention to detail, be well organized and be a self-starter with the ability to resolve most conflicts and issues intuitively.
• Able to work with limited to moderate direct supervision.
• Uses a broad and deep understanding of technical concepts in multiple specialized fields to develop or find solutions.
• Identifies and directs changes through appropriate review and approval mechanisms.
• Responsible for taking immediate action when alerts are raised to notify appropriate technology groups and business entities in a timely manner often without immediate understanding of actual root cause.
• Responsible for researching and documenting various processes and must stay current on changing technologies within the business in order to understand the significance and business impact of a given outage or problem.
• Responsible for carrying out frequent pre-approved code deployments (software and code upgrades) on various systems in accordance with defined company processes ensuring proper change management procedures are followed.
• Responsible for monitoring all areas of the company’s local area network, wide area network, voice network, defined server and application thresholds and system services using monitoring applications like SolarWinds (suite), HP Tools, Splunk etc.
• Makes recommendations for threshold changes, and alert configurations to improve the effectiveness of the NOC and reduce potential for business impacts.
• Maintains and completes daily log (Shift log) detailing service and application availability and other issues that arise.
• Recognizes, identifies, and reports trends in hardware and application performance and be able to predict from this analysis possible and probably future failures or outages.
• Escalates incidents and problems to the appropriate support departments with follow-up.
• Initiates major incident notifications in response to high impact outages.
• Maintains and completes daily log (Shift log) detailing service and application availability and other issues that arise.
• Recognizes, identifies, and reports trends in hardware and application performance and be able to predict from this analysis possible and probable future failures or outages.
• Escalates incidents and problems to the appropriate support departments with follow-up.
• Initiates major incident notifications in response to high impact outages.
• Monitors local and wide area networks, voice/telephony systems, and server infrastructure for performance and availability issues spanning local and remote network sites.
• Communicates and escalates unavailable or degraded systems and services to the appropriate support teams.
• Works 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

• 3-5 years of experience in computer/customer support role required.
• 2-3 years NOC experience required.
• High School Diploma.
• Associate Degree.
• Bachelor’s Degree in related field or equivalent work experience preferred.