Senior Analyst, Critical National Infrastructure

About us

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.

To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.
 

Position Summary

The UTOC (Unified Technology Operations Center) Engineer 2 position is the first point of contact resolving network break/ fix issues, managing tickets, and building KPI reports. The person in this position is required to work in a team environment, under limited supervision and reports to the UTOC Manager. Due to the nature of UTOC’s 24x7 support business, the Engineer II will be on site for network surveillance, event management, and collaboration.   Previous experience in a NOC environment highly valued, but not required. 

UTOC Team provides communication, information, and resolution on all network related events to management and our internal customers. As the second tier of event management; the UTOC Engineer II’s goal is to provide an efficient and effective response to Network issues via triage, escalation, resolution, and follow-up. 

Responsibilities

•    Ability to prioritize alarms and incidents in order to fulfil SLA commitments
•    Deliver proactive technology monitoring and implement corrective action to ensure optimal performance.
•    To provide diagnostics and technical updates on incidents to other members of the operations and engineering teams and senior management.
•    Identify opportunities to improve processes and sponsor the introduction of system changes to improve efficiency.
•    Work well within our UTOC team and have the ability to work shift pattern.
•    Proactively monitor technology solutions to ensure events are captured and resolved before they become an incident, whilst in the event of a major service outage, liaise with all relevant departments to undertake emergency fault diagnostics to resolution.
•    Escalate issues to Senior Staff/Shift Lead/Shift Manager
•    Perform incident documentation by creating tickets. Incident documentation includes selection of the affected party, prioritization of the incident, filling in the mandatory fields such as type and time of incident and a brief description.
•    Update internal customers and management regarding the status of their inquiries or issues 
•    Research and resolve issues such as documentation requests, repeat issues, customer follow-up as appropriate, recommend any process improvements and provide shift turn over status.
•    Be the front line to UTOC’s technical support staff by coordinating and routing incidents, calls and tickets
•    Monitor the alarm activity through the Network Management - monitoring system
•    Track incidents where applicable to verify that response times and availability requirements established in the SLA are met.
•    Create and update tickets with 100% accuracy, following established procedures
•    Execute projects given by Management
•    Personal Training and Career development 
•    MentoringNot applicable.

Key Accountabilities

• To be responsible for the safe, efficient and reliable support of CNI systems.
• Work with the business and other stakeholders to ensure that any changes are in the best interests of keeping the system reliable, resilient and will not impact upon the criticality of their operations.
• Work with Audit and Security along with any outside Government organizations to ensure that the support operations is complaint with any policies and standards expected of a critical CNI system.
• Be the a contact point for IS, the business and any outside organization, acting in the best interest of both the business and the management and support of the CNI system.
• Provide real operational experience into the future design and development of the CNI systems, ensuring that future developments result in a more efficient, more reliable and easier to support systems.
• Provide added value through knowledge sharing within the team of the technologies and design principles required to make the right support decisions.

Knowledge & Requirements

•    BS in a technology field or 5 years of related experience
•    Previous experience in Network Management
•    Experience with network management systems such as – Service Now, SolarWinds, Splunk, and others