Responds to network alerts and computing problems and works remotely to resolve them
Utilizes support from technical experts within the organization and third parties to resolve problems
Takes responsibility for handling incidents through completion or escalation
Finalizes the task according to company policies for incident management
Documents the problems encountered and techniques used to solve it for future reference
Monitor network devices, interfaces and applications through intelligent devices and automated programs as directed
Initiate major outage communication technical bridges as requested
Isolate and correlate multiple customer issues identified with alarms / alerts received to eliminate duplication of events as instructed
Issue initial outage notification event communications as directed
Manage alarms and alerts received from existing monitoring programs with previously defined business rules
Escalate incidents as needed if not well-defined by Run Books or work instructions
Apply fix procedures as instructed for repetitive events as instructed
Monitor network, applications, and systems across the PGE enterprise for alarms/alerts received from incidents, unauthorized or failed changes
Create and track incident tickets, change requests, work orders, service requests and assignments as directed
Create/Assign incident tickets based on priority, impact and complexity to the appropriate fix agents

High School or GED-General Educational Development-GED Diploma
Works in 24 hours per day-7 days per week environment
Works varied shift arrangements
Ability to travel up to 5 percent of working time
Associate’s Degree in Information Technology or a related field, or equivalent work experience
At least 1 year of experience in IT or technical support
Experience using IT ticket management systems (e.g., ServiceNow, Remedy, Jira)
Experience working in a Network Operations Center (NOC) or similar monitoring environment
Experience in a telecommunications environment
Experience in an internet service or infrastructure environment
CompTIA certification (e.g., A+, Network+, or equivalent)

IT Network Operations Analyst, Associate

Key skills