Senior NOC Analyst

SENIOR NOC ANALYST

 

 

Location: Preferred to be in the Eastern time zone. A hybrid / home-based work model will be considered.

 

 

Position Summary

The Senior NOC Analyst will be responsible for level one support on Bentley’s Identity Management System (IMS), in a hosted environment with a focus on ensuring optimal operations and meeting SLA uptime for corporate and hosted cloud services. 

 

Bentley Systems identity management system is a critical system requiring 24/7 global support.

           

Responsibilities

• Ensure that Bentley's corporate operational level agreement for IMS is optimal and aligns with the hosted cloud service level agreement.
• Improve the service delivery, perception, and satisfaction of Bentley support services.
• Ensure optimal performance for Identity Management is met and maintained with the ability to adapt to additional responsibilities in the future.
• Monitor IMS performance and landscape via monitoring tools.
• Responsible for Incident Management by escalating, tracking, and prioritizing problems and incidents through infrastructure monitoring and reporting.
• Escalate incidents to NOC Management and business stakeholders promptly for next-level support when necessary.

 

Additional Duties and Responsibilities

• Comply with the internal operational level agreement and corporate hosted service level agreement by working effectively and efficiently.
• Ensure the maintenance of monitoring systems align with requirements for continuous improvements.
• Create, maintain, and follow standard operating procedures and knowledge base articles.
• Work independently and within a team, prioritizing clear communication.
• Ensure all incidents are created, updated, and resolved in the Bentley ITSM Tool.
• 24/7 Rotating Shift with flexibility and availability during weekend shifts
• Perform other duties as assigned.

 

Required Knowledge, Skills, or Abilities

• AWS Cloud experience required.
• Azure and Google Cloud experience or equivalent would be preferable.
• Troubleshooting and incident management experience required.
• Contribute to Root Cause Analysis of P1 Incidents Resolutions.