Global NOC Analyst II

Role Overview

• Collaborates with external and internal customers to analyze information needs and functional requirements and deliver the artifacts as needed and escalates complex or consequential issues to management
• Must have high attention to detail, be well organized and be a self-starter with the ability to resolve most conflicts and issues intuitively
• Able to work with limited to moderate direct supervision
• Uses a broad and deep understanding of technical concepts in multiple specialized fields to develop or find solutions
• Identifies and directs changes through appropriate review and approval mechanisms
• Responsible for taking immediate action when alerts are raised to notify appropriate technology groups and business entities in a timely manner often without immediate understanding of actual root cause
• Responsible for researching and documenting various processes and must stay current on changing technologies within the business in order to understand the significance and business impact of a given outage or problem
• Responsible for carrying out frequent pre-approved code deployments (software and code upgrades) on various systems in accordance with defined company processes ensuring proper change management procedures are followed
• Responsible for monitoring all areas of the company’s local area network, wide area network, voice network, defined server and application thresholds and system services using monitoring applications like SolarWinds (suite), HP Tools, Splunk etc.
• Requires strong intercommunication skills with upper level management, IT support teams, business departments and outside vendors
• Make recommendations for threshold changes, and alert configurations to improve the effectiveness of the NOC and reduce potential for business impacts
• Maintain and complete daily log (Shift log) detailing service and application availability and other issues that arise
• Recognize, identify, and report trends in hardware and application performance and be able to predict from this analysis possible and probably future failures or outages
• Escalate incidents and problems to the appropriate support departments with follow-up
• Initiate major incident notifications in response to high impact outages
• Monitor local and wide area networks, voice/telephony systems, and server infrastructure for performance and availability issues spanning local and remote network sites
• Communicate and escalate unavailable or degraded systems and services to the appropriate support teams
• Work with various IT teams as needed to update existing Knowledge Base articles and create new articles as needed to document changes in standard procedures

Requirements

• 3-5 years of experience in computer/customer support role required.
• 2-3 years NOC experience required.
• High School Diploma.
• Associate Degree.
• Bachelor’s Degree in related field or equivalent work experience preferred

Tech Stack

• Splunk

Benefits

• Generous benefits package available on day one to include: 401K matching
• bonding leave for new parents (12 weeks, 100% paid)
• tuition assistance
• training
• GM employee auto discount
• community service pay
• nine company holidays