IT - Network Operations Analyst

About the role

Duration: 12 months

About the role

4/10 AWS (Alternate Work Schedule)

Sunday - Wednesday or Wednesday - Saturday

• This is the Incident/Event Management role which applies repair or restoration procedures to network systems and applications that receive an event notification.
• Apply Run-book procedures or work instruction steps required for scheduling, monitoring & technical support functions on the network and application interfaces.
• Process routine change requests and work orders.
• Perform data analysis/trending on the network and applications as per predefined documented procedures.
• Monitor Change Management activities for notification of alarm suppression and post maintenance validations to take place.
• May act in a lead capacity to open and manage technical conference bridges, updating incident and/or problem management tickets as needed.
• Develop and distribute ongoing notifications for outages in progress as directed by Service Manager or Supervisor.

Incident Management -

Manage timely ticket updates.

Use run-book steps for first level break/fix restoration needs.

Complete repetitive, basic maintenance activities as requested.

Event Management

Develop and distribute ongoing updates/notifications for outages in progress as directed by Service Manager/Supervisor.

Initiate conference bridges for outages as part of the outage management process.

Qualifications & Requirements

BA/BS in Information Technology or related field or equivalent work experience.

Desired

Intermediate knowledge of network protocols, software applications, and operating support systems.

Desired

• Current Networking Certification; ITIL Certification.
• Minimum of 2 years experience in telecommunication, internet, or network operation center environments.

Desired

Previous experience working in ticket management systems/ applications (I.E SMC Remedy), monitoring network devices and software operating systems.

Desired

• Ability to choose from different analytical methods, approaches, and tactics to meet analysis requirements in an efficient manner;
• Interacts with users,
• IT professionals and team members typically reporting and discussing progress of projects/incidents;
• Applies technical skills to resolve incidents of well-defined scope as specified by procedural guidelines or under direction of leadership;
• Escalates to more experienced resources on unusual or more difficult incidents;
• Has proficient knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Gas, Electric, Telecom Network, TCP/ IP);
• Qualitative and quantitative analytic & problem solving skills;
• Ability to learn new concepts quickly;
• Organizational skills;
• Advanced verbal and written communication skills;
• Proficient in Microsoft Excel and Word;
• Is able to work independently or as part of a team;
• Has novice/ basic knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Gas, Electric, Telecom Network, TCP/ IP);
• Adheres to Work Instructions and/or processes as defined in Run Books and Playbooks;
• Applies technical skills to resolve incidents of well-defined scope as specified by procedural guidelines.
• Must be available to work a varied shift schedule in a 7 X 24 hour operations center environment.
• May require some local traveling for training, meeting, etc.
• Able to support shift schedules as required to meet business needs

Additional Information

All your information will be kept confidential according to EEO guidelines.