Job Description

• At least 2 years of experience working in NOC/Monitoring Centre managing multiple customers
• Experience with Windows Server (2012/R2 and newer) and VMware environments
• Hands-on experience with monitoring tools and service ticketing systems
• Experience with Service Now an ITSM Tool
• An asset is working with Logic Monitor as a monitoring tool
• Ability to work in a fast-paced environment and manage multiple tasks/incidents simultaneously
• Strong communication and interpersonal skills
• Ability to analyze and troubleshoot complex technical issues
• Technical certifications such as Cisco CCNA, Microsoft MCSE, or cloud certifications preferred
• Proven experience in working rotational shifts including the overnight shift local time
• The role is within a 24/7 environment that requires rotation of the following shifts
  6:30amEST to 3:00pmEST
  2:30pmEST to 11:00pmEST
  10:30pmEST to 7:00amEST
  There is a requirement to work weekends and holidays

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Qualifications

• Incident management of multiple customer environments simultaneously.
• Responding to all incidents within the Service Level Agreement.
• Identifying patterns and initiating problem management to address root causes.
• Demonstrating a sense of urgency in responding to critical incidents.
• Determining software or hardware failures and processing replacements of defective gear.
• Completing standard MAC (Move, Add, Change) procedures for all managed customers, follow documented processes.
• Escalating any potential problems and client support issues to vendors as per SLA contracts.
• Analyzing customer environments and preparing Quaterly Business Review reports, providing recommendations for continuous improvements.
• Following all documented processes.