IT Operations Analyst I

Your role as a NOC I Engineer is to ensure service platform health and integrity through system, application, network, security, and database monitoring. In this position, you will play a crucial role in the Network Security Operations Center (NSOC) by being a key member of the service solution monitoring team. In addition to monitoring, you will be required to provide support to the Customer Service and Operations Engineering teams to assist in troubleshooting service/system issues, collecting system/application/performance data, managing trouble tickets, performing notifications and escalations and system and application sanity testing.

As a NOC I Engineer you will have the following responsibilities:

• Must be available to work 24x7 rotating shifts including day, swing, nights, weekends, and holidays.
• Must be available to perform work on site in one of the data centers – Perform remote hands as needed, replace CRU (customer replacement units) and escort vendors for FRU (field replacement units).
• Production and Test environment application platform monitoring for alarms and performance issues on systems, applications, databases, and network/customer connectivity.
• Manage alarm events and technical application issues – creating, modifying, troubleshooting, and closing trouble tickets and routing issues to appropriate teams or vendors to be investigated and provide assistance wherever needed or requested.
• Perform assigned daily, weekly, and monthly operations maintenance duties.
• Perform basic system administrator functions such as: alarm detection, correlation, and resolution; capture and review error logs, capture and analyze trace data, platform sanity testing, run performance and capacity analysis reports and provide overall system administration assistance whenever needed or requested.
• Support platform maintenance and testing initiatives.
• Support/Perform Project Tasks, Requirements, and other Operations deliverables, as requested.
• Strictly adhere to standard Methods and Procedures (M&P) and Protocols defined for Operations Center personnel.
• Generate and maintain operational and technical documentation to support the development and/or improvement of all Operations initiatives - M&Ps, Standard Operations Procedures, MoPs, Testing Execution Records, and Technical Administration Guides.
• Mandatory attendance at staff meetings and training seminars.
• Successful completion of NOC Certification Training Curriculum.
  
  

Required Qualifications:

• UNIX/Linux/Solaris experience and system administration knowledge.
• Previous experience in Network or Service Operations Center, technical troubleshooting, customer support, monitoring systems and knowledge of ticket and incident management, resolution, and escalation processes.
• Knowledge of IT service operations and management. Experience in a customer care and technical support in an IT environment.
• Proficiency with Microsoft Office Applications Suite and SharePoint.
• Proficiency with Written and Oral communications and documentation.
• Familiarity with ITIL standards, ServiceNow, Testing, Number Portability, Telecommunications and Networking is a plus.
• Personal Attributes: Must be a Team-player; good organizational, writing, and communication skills; customer and quality focused; highly motivated and self-starter; innovative thinker; and able to work independently.
• Associate degree, college or equivalent experience in technology related field.
• Minimum of 2 years of relevant working experience.
• ship Required
• Hybrid employees must live within 75 miles of the iconectiv office in Bridgewater, New Jersey or Richardson, TX, which is the in-person office location where the employee will report when working in-person