Job Description

Job Title Analyst - Technology Operations Center

Job Family Infrastructure Operations

Job Summary

This role is responsible for ensuring the availability of critical infrastructure systems and partnering closely with other technology teams to deliver operational excellence 24/7/365.

Principal Responsibilities

• Provide 24x7 network and system support and monitoring for business critical
• Environments.
• Monitor the operational support systems to proactively identify service impacting
• events relating to IT, network, and facility conditions.
• Escalate problems to the appropriate engineering disciplines within the organization
• or external vendors as required to achieve resolution.
• Use standard KBA’s/Runbooks to mitigate or resolve tickets and support requests,
• escalating to appropriate teams as necessary.
• Ensure all support documentation and Knowledge base articles remain accurate and
• are up to date.
• Perform real time tier 1 troubleshoot via remote access to network devices
• components to isolate, manage & resolve network impacting issues.
• Monitor the High Priority tickets & act accordingly.
• Maintain accurate operational documentation.
• Liaison with ISPs, Vendors, Onshore & Internal teams to resolve issues at the earliest
• possible time frame to reduce minimal business impact.
• Knowledge of ITIL, IT operational processes including Incident and Problem
• Management.
• Strong verbal/written communication, with ability to effectively interact with
• individuals at all levels of responsibility and authority.

Education Bachelor's Degree

Years of Experience 2-4 years

Qualifications

Knowledge/Experience in:

• Windows/Linux operating systems.
• Network L1 troubleshooting skills.
• DNS, Active Directory & IIS.
• Monitoring Tools such as Nagios, SCOM, SolarWinds, Splunk, AppDynamics &
• BMC Patrol.
• ITIL Knowledge
• Ticketing Tools such as Service Now, Jira etc.

Job Title Analyst - Technology Operations Center

Job Family Infrastructure Operations

Job Summary

This role is responsible for ensuring the availability of critical infrastructure systems and partnering closely with other technology teams to deliver operational excellence 24/7/365.

Principal Responsibilities

• Provide 24x7 network and system support and monitoring for business critical
• Environments.
• Monitor the operational support systems to proactively identify service impacting
• events relating to IT, network, and facility conditions.
• Escalate problems to the appropriate engineering disciplines within the organization
• or external vendors as required to achieve resolution.
• Use standard KBA’s/Runbooks to mitigate or resolve tickets and support requests,
• escalating to appropriate teams as necessary.
• Ensure all support documentation and Knowledge base articles remain accurate and
• are up to date.
• Perform real time tier 1 troubleshoot via remote access to network devices
• components to isolate, manage & resolve network impacting issues.
• Monitor the High Priority tickets & act accordingly.
• Maintain accurate operational documentation.
• Liaison with ISPs, Vendors, Onshore & Internal teams to resolve issues at the earliest
• possible time frame to reduce minimal business impact.
• Knowledge of ITIL, IT operational processes including Incident and Problem
• Management.
• Strong verbal/written communication, with ability to effectively interact with
• individuals at all levels of responsibility and authority.

Qualifications

Knowledge/Experience in:

• Windows/Linux operating systems.
• Network L1 troubleshooting skills.
• DNS, Active Directory & IIS.
• Monitoring Tools such as Nagios, SCOM, SolarWinds, Splunk, AppDynamics &
• BMC Patrol.
• ITIL Knowledge
• Ticketing Tools such as Service Now, Jira etc.