NOC Senior Analyst

• Monitors the NOC Queue, responding to server, network or application alerts as triage level of support and liaison between support teams to investigate appropriate resolution 40%
• Investigating issues reported by colleagues and determining resolution including escalations 5%
• Tracking and logging all activity to incident tickets including resolutions in Service NOW and document steps taken during the Incident to resolve the issue and communicates them to the major incident team 5%
• Assist in coordinating with support teams and other resources in troubleshooting efforts and during MIRT calls 5%
• Review monitoring tools dashboards, identifies and diagnoses problems and factors affecting server, network and application performance. 5%
• Provide alarm monitoring/response, any needed escalation and resolution of incidents and mentoring other analysts using NOC SOP and incident resolution process 5%
• Create and send out shift reports and turnover status. 2%
• Process backup restore or service request tickets assigned to NOC 5%
• Review status of all tickets assigned to NOC 2%
• Review procedures, policies and communications circulated to the NOC team 3%
• Refine alert threshold definitions, alert tuning and proactive maintenance. 3%
• Assist with maintaining NOC operational, escalation, and notification documentation. 5%
• Onboarding of servers including application components and network devices to monitoring tools and setup for monitoring and alerting. 10%
• Write synthetic monitor scipts, perform testing and review performance 5%
• All other appropriate duties as required. 5%

Must-Have*

• Minimum 8 years in Information Systems infrastructure environments, with some experience in Data Center operations, server administration, or IS Architect required

Skills and Knowledge

• Experience with networks, routers, switches, servers (Win/Unix/Linux), VMWare, SAN, security, wireless, VoIP, etc
• Virtualization experiences using VMware or Citrix
• Experience in Vcenter/vSphere
• Must have demonstrated ability to troubleshoot and isolate problems between network, server, and applications
• Has the drive and initiative to self train and continue development of knowledge and skills in network and system administration
• Ability to multi task and manage multiple problems and calls with minimal mistakes, ensuring proper priorities are maintained through resolution
• Availability to work night shift hours holidays and weekends in support to the NOC's 24x7x365 operations.
• Ability to manage stress and work effectively in a fast-paced environment
• Must be self-motivated and able to work with minimal supervision
• Must work well in a team environment and assist team members based on fluctuating workload
• Excellent written, verbal and communication skills
• Strong Knowledge of Active Directory, DNS, WINS, DHCP and troubleshooting tools
• Understanding of several industry standard incident and monitoring tools (Dynatrace, Logic Monitor, Splunk, Service Now ITOM ) "