Network Operations Support Engineer

The NOC Support Engineer assists with monitoring, analysis, and troubleshooting the network health, connectivity, services, critical applications, and servers using monitoring tools and systems managed by the ITSM team. You will also support the complete lifecycle of all service impacting incidents - this will include documenting and ticketing the incident, driving the required escalations and notifications and facilitating the completion and documentation of internal investigations into the cause of incidents. You will work with multiple teams across the company to ensure that incident response procedures and resources are maintained and updated, and to manage all service impacting incidents that arise in the various production networks that support First Orion products & Solutions. And to ensure that current monitoring systems and capabilities meet their needs and assist in design and deployment of monitoring for current and new products & solutions.

What you will be doing:

• Provides analysis on monitoring needs and effectiveness.
• Researches, develops, and implements tactics, techniques, and procedures for effective monitoring and incident response.
• Provides input to briefings, charts, executive dashboards, progress reports, and other informational products.
• Assists in the collection and analysis of performance metrics and statistics.
• Prepares operational briefings and reports on the health and effectiveness of monitoring for productions and solutions across the company.
• Managing Major Incidents (MIM), establishing that they are logged, progressed, updated, authorized, expedited, and resolved within the scope of the Service Level Agreement.
• Driving the Major incident on both Bridge call and chat.
• Supporting and driving non-critical Incidents based on direction from Leadership.
• Issuing communications during the progress of a Major Incident.
• Identifying appropriate timelines and targets for recovery actions, feedback and communications.
• Assessing and Agreeing Business Impact and Incident Severity Level.
• Establishing that appropriate internal and third-party escalations occur.
• Assessing the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration.
• Highlighting risks and issues in actions identified during any Major Incident.
• Suggesting workarounds and methods of speeding up the recovery of an incident.
• Continually reviewing engagement within the Major Incident and identifying any additional support teams, individuals or third parties to be added or removed.
• Maintaining the Major Incident Management process through updates/enhancement of documentation.
• Possessing flexibility regarding working hours - 24×7 shift cover.
• Providing training on updated process documentation and maintaining key support information.

What you will need:

• 4-6 years Network Operations Center (NOC) experience.
• Understanding of infrastructures and network topologies.
• Experience reviewing active, historical incidents and root cause analysis to identify trends and opportunities for improvements across the IT functions.
• Experience Analyzing and refining systems requirements.
• Experience Translating systems requirements into applications prototypes, planning and designing systems architecture.
• History of working with customers to test applications and assuring software and systems quality and functionality from a monitoring and reliability standpoint.
• Experience evaluating new applications software technologies and/or ensuring the rigorous application of information security standards.
• Linux CLI experience.
• SNMP monitoring experience.
• Admin/Design Experience with one or more of the following:
  • AWS
  • Zabbix
  • NewRelic
  • PagerDuty
  • 3rd Part NOC Support

Bonus Points:

• ITIL certifications or training
• Familiar with DevOps (CI/CD) concepts
• ISO/Compliance Experience
• Experience with:
  • Atlassian Products
  • Sharepoint Online

Company Benefits:

Our work environment is energetic, focused, fun, and collaborative. We have created a special culture where trust and transparency are the key and employees are empowered to make their own decisions. Our people are passionate about what we do and have an indomitable spirit to get things done. Everyone is a part of the big picture here.

First Orion has been voted a Great Place to Work with top rankings in every category! Learn more about what our employees have to say on our First Orion Glassdoor page!

At this time, we are not able to sponsor visas, such as H-1B, for this particular position, NOC Support Engineer. First Orion is interested in every qualified candidate who is eligible to work in the United States. First Orion's immigration sponsorship policy is applied in a nondiscriminatory fashion regardless of race, gender, ethnic origin, or any other classification protected by law. First Orion is an Affirmative Action and Equal Opportunity Employer.