Lead Analyst Technology Operations and Service

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 Overview

The Unified Technology Operations Center (UTOC) is a leading provider of network solutions, offering cutting-edge technology and services to National Grid’s global operations. We operate a state-of-the-art Network Operations Center (NOC) that serves as the central hub for monitoring and managing our network infrastructure. We are currently seeking a highly skilled and motivated individual to join our team as a Shift Supervisor in the NOC.

 

As a Shift Supervisor, you will be responsible for overseeing the operations of the network infrastructure during your designated shift. You will lead a team of network technicians and engineers, ensuring the smooth functioning of our network systems and providing timely resolutions to any issues that may arise. Your role will be crucial in maintaining high-quality service levels and minimizing downtime for our customers.

Responsibilities

1.    Supervise a team of network technicians and engineers, providing guidance, support, and training as needed.
2.    Monitor the network infrastructure, ensuring optimal performance and availability, and taking proactive measures to prevent any potential issues.
3.    Respond promptly to network incidents, troubleshoot problems, and coordinate with the team to resolve them efficiently.
4.    Prioritize and delegate tasks to team members, ensuring that all critical issues are addressed promptly and effectively.
5.    Collaborate with other shift supervisors and the UTOC Manager to ensure seamless handover between shifts and maintain continuous network operations.
6.    Maintain accurate documentation of network incidents, resolutions, and procedures, ensuring that knowledge is effectively shared within the team.
7.    Conduct regular performance evaluations for team members, providing feedback and identifying opportunities for growth and development.
8.    Stay updated with industry trends, emerging technologies, and best practices, and implement them as appropriate to enhance network performance and efficiency.
9.    Foster a positive and collaborative work environment, promoting teamwork and effective communication among team members.
10.    Adhere to company policies, procedures, and security protocols, ensuring compliance with industry standards and regulations.

Qualifications

1.    Bachelor's degree in computer science, information technology, or a related field (or equivalent work experience).
2.    Proven experience in network operations, preferably in a NOC environment, with a strong understanding of network protocols, architectures, and troubleshooting methodologies.
3.    Previous experience in a supervisory or leadership role, with the ability to mentor and motivate a team.
4.    Strong analytical and problem-solving skills, with the ability to make sound decisions under pressure.
5.    Excellent communication skills, both verbal and written, with the ability to effectively convey technical information to both technical and non-technical stakeholders.
6.    Proficiency in using network monitoring tools and software.
7.    Ability to work in a fast-paced environment, managing multiple priorities and meeting deadlines.
8.    Strong attention to detail and a commitment to delivering high-quality results.
9.    Professional certifications such as CCNA, CCNP, or equivalent are highly desirable.
10.    Flexibility to work in rotating shifts, including nights, weekends, and holidays.

 

Join our dynamic team and play a vital role in ensuring the smooth operation of our network infrastructure. Apply now and help us deliver exceptional network services to our valued customers!

More Information

Please be advised that this role will be based onsite at...

 

300 Erie Blvd W Syracuse NY

 

This role will involve shift work. Here are the 3 shifts we have...

 

1st Shift: 7AM-6PM EST
2nd Shift: 1PM-12AM EST
3rd Shift: 10PM-9AM EST

 

This role will primarily cover the 2nd Shift. 

 

Furthermore, you'll be expected to work 4 days a week in 10 hour shifts from Sunday to Wednesday or  W