Position Summary:

A NOC Operations 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. They receive direction from senior Operations analyst and the manager responsible for the Operations.

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.

Primary Accountabilities:

• 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.

Required Qualifications:

• Bachelor of Science Degree in Computer Science, Information Technology or related field
• 3+ 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
• Proficient in Microsoft Office
• Proficient in G-Suite