IT Operations Analyst IV within Network Operations Support Group

Schedule

Rotating 12-hour shift schedule (7 days a week / 24 hours a day) i.e. 2 shifts (7am-7pm ET) & (7pm-7am ET). Candidate must be available onsite to do both shifts as per rotation / shift schedule.

An IT Operations Analyst IV within Network Operations Support Group is responsible for providing senior level support of the Group network infrastructure.  This includes BRP capabilities, incident management and support of all components associated with these environments.  Areas of support include the LAN, MAN, WAN, RLAN, Wireless, Firewall, Load balancer and Optical solutions.

Accountabilities will include, but not limited to, following :

• Manage day to day deliverables during the shift, under the overall direction of the NOC Shift Leader.  The primary accountability of this position is to ensure that all work deliverables during the shift are efficiently managed with strong delivery and prompt escalations to the Team Lead / Manager positions as needed.  Engage other teams or escalate to L2 / L3 teams as necessary. Smooth takeover of work as well as well documented and smooth hand over is part of the accountability.
• Provide strong technical support while ensuring that NOC processes and procedures are followed properly by the team that they are the part of.  This includes proper use of automation, following proper remediation procedures, high quality ticket and vendor issue updates, handover documentation, etc.
• Collaborate strongly with the Team leader to manage the queue, work intake as well as delivery.
• Engage in high priority incidents (P2's) or incident calls and provide support.
• Engage with wider operational teams like EES / OCG and other support areas on an ongoing basis.
• Ensure work being taken over is followed up promptly while providing proper handover to the next shift as well as to the Shift Leader.
• Support the incident, change and problem management processes.
• Manage incident queue and effectively prioritize and triage incidents based on critical devices and shared services.
• Help develop team members, provide effective feedback and recognition when needed.
• Help assess training needs, process gaps and improvement suggestions, automation opportunities and effectively communicate upwards to the Team leader and Manager as required.
• Assess impact and potential impact / risk and report to the team leader / Manager very promptly when significant issues occur.
• Escalations with internal teams and 3rd party vendors.
• Manage chronic, repeat and aging incidents with proper internal / external escalations.
• Create MoPs and how-to docs for better support and training of new and junior team members. Also, peer review such documentation created by other team members and provide suggestions for improvement.
• Explore new automation opportunities for any repeated tasks to reduce human touch.
• Report on any challenges with internal processes, gaps, or any challenges with vendors and telcos.
• Other duties as required.

Other Qualifications / Skills / Experience

The successful candidate must possess the following :

Specific Educational Requirements / Accreditations