Sr. Analyst, NOC Operations

A NOC Operations Sr. Analyst provides administrative support to their manager and alerts support staff if necessary. They detect notifications and conduct monitor checks to make sure that systems are running correctly. They perform tasks such as taking calls from customers and trying to resolve their queries. They escalate issues to their manager.

As a senior member of the team, they provide direction to more junior members.

The incumbent must have a service-oriented mentality, a high sense of ownership of the problems and requests assigned, a focus on managing and resolving issues in alignment with the SLAs, establishing and maintaining communication with technology customers to keep them updated with status of their requests, initiating and performing changes on production systems and proactively escalating any issues that cannot be resolved within the established timeframes.

• Technical

  • Change management: Able to implement changes based on requests for change. Applies change control procedures.

  • Community collaboration: Contributes to the work of others whilst having the ability to motivate and empower teams. Creates the right environment for teams to work in and is able to facilitate the best team makeup depending on the situation. Recognizes and deals with issues.

  • Incident management: Identifies and registers incidents, gathering the required information and allocating to the appropriate channel. 

  • Ownership and initiative: Own an issue until a new owner has been found or the problem has been mitigated or resolved.

  • Problem management: Able to investigate problems in systems, processes and services, with an understanding of the level of a problem (e.g. strategic, tactical, operational). Can contribute to the implementation of remedies and preventative measures.

  • Service focus: Take inputs and establishes coherent frameworks that work.

  • User focus: Identify and engages with users or stakeholders to collate user needs evidence and understands and defines research which fits user needs. Able to use quantitative and qualitative data about users to turn user focus into outcomes.

  • Asset and configuration management: Track, log and correct information to protect assets and components.

  • Broad technical understanding: Aware of availability and capacity management processes.

  • Continual service improvement: Able to identify process optimization opportunities with guidance and contribute to the implementation of proposed solutions.

Additional Responsibilities:

• Performs other duties as assigned

• Complies with all policies and standards

Required Qualifications:

• Bachelors in Computer Science, Information Technology or related field required

• 7-9 years 6+ years’ work experience in network operations center engineering, Or any equivalent combination of experience and training/certification that provides the required knowledge, skills, and abilities needed to complete the major responsibilities/essential functions of the position required

• Proficient in Microsoft Office

• Proficient in G-Suite

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

• Use Hands to Handle Objects - Regularly

• Reach with Hands or Arms - Regularly

• Talk or Hear and Read Instructions - Regularly

• Stand, Kneel, or Stoop and Lift 20 Pounds - Occasionally

• View Items at a Close Range - Regularly

Rarely: Job requires this activity up to 25% of the time
Occasionally: Job requires this activity between 25% - 50% of the time
Frequently: Job requires this activity between 50% - 75% of the time
Constantly: Job requires this activity more than 75% of the time

Individual Competencies

• Integrity: Able to communicate well in straight-forward situations.

• Teamwork: Advanced communication skills used to lead a team.

• Adaptable: Arrives at a conclusion based on previous experiences and good judgment.

• Innovative: Arrives at decision using analytical thought.

• Curious: Asseses circumstances using experience an