Network Operations Analyst

Phoenix Business Consulting (Intelligent Enterprise); City of Syracuse (NY); In loco; USD 65.000 - 85.000; Tempo pieno

Vantaggi offerti da questo lavoro

Shift-based work

On-site role

Descrizione del lavoro

Phoenix Business Consulting (Intelligent Enterprise) seeks a NOC Analyst1 to be the first point of contact for network health management. You will work on-site for surveillance and event management, triage incidents, and provide timely updates to management and internal customers.

The role requires working in a team environment under limited supervision with a shift pattern. You will be responsible for triage, escalation, resolution, and follow-up of network events with a focus on proactive

Competenze

• Requires a minimum of 2 years of network surveillance experience or related fields of study.
• Exceptional written and oral communication skills.
• Must be able to document issues with a high level of accuracy and attention to detail.
• Ability to multitask in a fast paced and demanding environment.
• Working knowledge of TCP/IP, subnetting and the OSI network model

Mansioni

• Prioritize alarms and incidents to meet SLA commitments.
• Deliver proactive technology monitoring and implement corrective action for optimal performance.
• Provide diagnostics and updates on incidents to operations, engineering, and senior management.
• Identify opportunities to improve processes and sponsor system changes.
• Work within the NOC team and adhere to shift patterns.
• Monitor events to ensure rapid resolution and coordinate during major outages.
• Escalate issues to Senior Staff/Shift Lead/Shift Manager.
• Create and update tickets with accurate incident details and time stamps.
• Update internal customers and management on status of inquiries.
• Research and resolve issues; propose process improvements and provide shift turnover updates.
• Coordinate and route incidents, calls, and tickets for NOC staff.
• Monitor the alarm activity via the Network Management monitoring system.
• Track incidents to verify SLA adherence and response times.
• Execute projects as assigned by Management.
• Pursue Personal Training and Career development.

Conoscenze

Network surveillance

Communication skills

Documentation

Multitasking

TCP/IP

OSi model knowledge

Formazione

Related field of study

Strumenti

Network monitoring systems

Descrizione del lavoro

The NOC Analyst1 position is the first point of contact related to network health management. The person in this position is required to work in a team environment, under limited supervision and reports to the Network Manager. Due to the nature of environment 24x7 support business, the Analyst1 will be on site for network surveillance and event management. Team provides communication, information, and resolution on all network related events to management and our internal customers. As the first point of event management; the NOC Analyst1s Clientl is to provide an efficient and effective response to Network issues via triage, escalation, resolution, and follow-up.

Responsibilities

• " Ability to prioritize alarms and incidents in order to fulfil SLA commitments"
• " Deliver proactive technology monitoring and implement corrective action to ensure optimal performance."
• " To provide diagnostics and technical updates on incidents to other members of the operations and engineering teams and senior management."
• " Identify opportunities to improve processes and sponsor the introduction of system changes to improve efficiency."
• " Work well within our NOC team and have the ability to work shift pattern."
• " Proactively monitor technology solutions to ensure events are captured and resolved before they become an incident, whilst in the event of a major service outage, liaise with all relevant departments to undertake emergency fault diagnostics to resolution."
• " Escalate issues to Senior Staff/Shift Lead/Shift Manager"
• " Perform incident documentation by creating tickets. Incident documentation includes selection of the affected party, prioritization of the incident, filling in the mandatory fields such as type and time of incident and a brief description."
• " Update internal customers and management regarding the status of their inquiries or issues"
• " Research and resolve issues such as documentation requests, repeat issues, customer follow-up as appropriate, recommend any process improvements and provide shift turn over status."
• " Be the front line to NOCs technical support staff by coordinating and routing incidents, calls and tickets"
• " Monitor the alarm activity through the Network Management - monitoring system"
• " Track incidents where applicable to verify that response times and availability requirements established in the SLA are met."
• " Create and update tickets with 100% accuracy, following established procedures"
• " Execute projects given by Management"
• " Personal Training and Career development"

Knowledge Requirements

• " Requires a minimum of 2 years of network surveillance experience or related fields of study."
• " Exceptional written and oral communication skills."
• " Must be able to document issues with a high level of accuracy and attention to detail."
• " Ability to multitask in a fast paced and demanding environment."
• " Working knowledge of TCP/IP, subnetting and the OSI network model"