NOC Analyst

SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connected Vehicle Services) 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. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories, and music they love wherever they are.

SiriusXM Connected Vehicle (SiriusXM CV) is a leading provider of connected services to vehicle manufacturers, delivering one of the most broadly adopted connected vehicle platforms in North America for the last 25 years. Named the 2020 Company of the Year in the Telematics Industry by Frost & Sullivan, we provide safety, security, and convenience services to millions of vehicle owners across major automotive brands. Our teams develop leading-edge technology that adds convenience to daily lives and enhances safety and security.

About the role

The Network Operations Center (NOC) Analyst will monitor large computer networks and server farms for problems from a central location. They will analyze problems, perform troubleshooting and incident response, communicate with Operations teams, and track problems through to resolution. The NOC Analyst will lead notifications (email, text, and phone), cross-functional team triage sessions, status updates to Senior Leadership, and communications to internal/external stakeholders during production incidents. They are responsible for 24x7 monitoring of system performance and recommending operational enhancements.

Responsibilities

• Assist with maintaining NOC operational, escalation, and notification documentation.
• Own efforts for incident notifications, gathering internal participants for triage sessions, and communications to all stakeholders.
• Document steps taken during incidents to resolve issues and communicate them to the incident team.
• Coordinate with the IT Support Center for problem escalation and ensure operations staff and management are informed of major errors.
• Create and update Incident Tickets in a timely and accurate manner using the ticketing system.
• Ensure all work is completed correctly, including logs and preventative maintenance.
• Monitor overall system, server, and application performance; note and record anomalies and recommend enhancements.
• Identify trends in the monitoring system and recommend improvements.
• Recommend changes and enhancements to improve operational efficiency.
• Communicate shift reviews thoroughly to the oncoming shift.
• Maintain all logs, records, and reports relative to shift operations.
• Perform scheduled maintenance activities.
• Perform network password reset requests.

Requirements

• Associate’s Degree in Computer Science or related technical school education (equivalent experience will be considered).
• 0-2 years of related experience in a computer/network operations environment.
• Adapts well to a rapidly changing environment.
• Excellent communication skills.
• Ability to multitask, with strong attention to detail, organizational, and time management skills.
• Works independently as a team member and leads by example.
• Works closely with IT personnel regarding operations issues.
• Flexibility to work a variety of shifts (12 hours per shift), including weekends and overnights.
• May be asked to cover additional shift activities.
• Proficient in Windows and Linux.
• Experience in a Network Operations Center environment is required.
• Experience updating and tracking technical issues in a ticketing system is required.
• Basic systems and/or network engineering knowledge is required.
• Must have the legal right to work in the U.S.