Network Operating Center (NOC) Operators provide the monitoring of network and system security, performance, and backup processes. The NOC Operator will utilize monitoring, alerting, and ticketing tools; utilize, maintain, and expand the knowledgebase; must be able to troubleshoot, report on, and escalate issues when necessary. This position will require shift work to include nights, weekends, and holidays -to support our 24×7×365 data centers, the shift hours for this position are Monday through Friday, from 8:00 – 8:00 PM, EST.

 Responsibilities

• Proactively monitor data and communications networks to ensure 24x7 operation and that networks are available to all system users.
• Document and resolve data communication problems.
• Develop and follow troubleshooting procedures to resolve problems.
• Contact users to correct and maintain network operations.
• Escalate problems as needed to engineering staff.
• Records daily network statistics.
• Open, update, and close trouble tickets
• Coordinate installation of communications equipment
• Respond to alerts/alarms according to Standard Operating Procedures
• Oversee the incident management process and team members involved in resolving the incident.
• Responding to a reported incident, identifying the cause, and initiating the incident management process.
• Prioritizing incidents according to severity guidelines
• Collaborating with the incident management team to ensure that all protocols are followed.
• Logging and updating all incidents and their resolutions.
• Adjusting Incident process as required to ensure effectiveness.
• Root Cause Analysis
• Produce executive-level major incident management reports.
• May be contacted occasionally to work after hours in the event of an emergency or escalation.
• Other duties as assigned.

 Qualifications

• At least 5 years of experience in NOC/Help Desk/ISP environment
• Demonstratable hands-on experience with Windows and Linux (Ubuntu preferred) Server operating systems.
• A minimum of five years of experience supporting and monitoring applications, network systems, servers, or storage in an enterprise environment. 
• Strong written, verbal, and interpersonal communication skills, with the ability to communicate clearly with personnel in high-stress situations.
• 5 years of experience in incident management
• Experience with day-to-day administrative tasks including account creation, and password resets in Okta, Zscaler, and MS Active Directory.
• Experience working within ITSM framework (Incident, Problem, Change, CMDB)
• Demonstrated skills in data management and problem-solving. 
• Strong oral and written communication skills. 
• Flexibility to work with a variety of personalities and styles. 
• Combined features of Team Player and ability to work independently in an unstructured environment. 
• Must be a self-starter and keen to explore new solutions.
• Highly motivated to work on large and complex systems. 
• Strong problem-solving, analytical, and time-management skills.

 Preferred Qualifications

• Experience with AWS Console, AWS Cloudwatch, Data Dog, and PRTG is a plus. 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.