Lead SOC Analyst

Role Overview

• The major purpose of the Service Operations Center (SOC) Lead Analyst at OCLC is to monitor and control the member facing online services that OCLC provide for its customer’s use, and provide leadership and mentorship at a tactical level for their peers.
• The expected service delivery outcome of this monitoring and controlling activity is the assurance that all services are functioning as expected to deliver business value.
• Members of the team are expected to occasionally assist with shift coverage outside their normal schedule in support of project and business needs.
• Members of the SOC team are expected to have the operational skills, the technical knowledge, and the supporting professional competencies to effectively work with other OCLC staff members and with external customers.
• Cross team collaboration occurs as needed, to ensure the availability and quality of systems and services OCLC provides.
• The SOC is responsible for front line, real time, 24x365 monitoring and functional service verification as part of a shift team. This work is accomplished by SOC Analysts using a variety of OCLC provided tools and manual processes that give visibility into the health of services, business continuity processes, physical security, systems, scheduled batch job flows, and supporting technology infrastructure.
• A Lead Analyst must possess broad competency in all of the tools, systems, and processes that used to perform their monitoring duties.
• They should have advanced understanding of how OCLC monitoring relates to our products and user experience.
• Communication with peers, customers, and partners will occur using a variety of OCLC provided voice and data tools.
• Ability to perform effective issue analysis and remediation are critical components of this position.
• The Lead Analyst is expected to react to incoming incidents by troubleshooting and prioritizing the issues based on business impact.
• Lead Analysts are expected to understand the function, purpose, and normal operation of incident tracking systems, and may interact with problem and change systems in the course of their activities.
• Limited travel between metro data centers or to local training events may be required.

Requirements

• Position requires a High School diploma and experience in an information technology role
• Associates Degree in Computer Science or an equivalent technical area, certification and 3+ years equivalent IT Operations experience is required
• Additional documented IT Operations experience can be accepted in lieu of formal credentials
• Degree in Computer Science
• Certification in web services, telecommunications, Linux or databases
• ITIL training and certification
• Must have the ability to understand and interpret technical information in order to take action
• Must be able and willing to share relevant knowledge with others
• Experience supporting or using OCLC products and services
• Technical, analytical, experience and communication skills to perform incident management on complex distributed systems and services
• Including the skills and abilities to perform said analysis and remediation independently
• Formal major incident management experience and training
• Must be able to effectively communicate with developers, database administrators, application support staff and business stakeholders
• Must demonstrate very good verbal and written language communications skills
• Demonstrable experience mentoring less experienced peers
• Verbal and written skills in multiple languages

Tech Stack

• Distributed Systems
• Linux
• React

Benefits

• Free use of our on-site fitness center, gym sports, group exercise classes, and game room
• Onsite catering and cafeteria subsidized by OCLC
• Health and wellness events
• Paid parental leave and adoption assistance
• Tuition reimbursement and Public Service Loan Forgiveness eligibility
• Company-subsidized pricing on local tickets and memberships