Tech Ops-NOC

What’s your new role about?

The NOC Technician I is responsible for: responding to user reports of application outages, monitoring system events, monitoring automated job processing, escalating to the appropriate IT teams, and coordinating conference calls based on defined procedures. The NOC Technician I is also responsible for requests for monitoring, holding, running, or canceling Batch jobs as well as handling some Service Desk tickets. The NOC Technician I respond to telephone calls, email, and self-service requests for technical support. He or she is also responsible for response to escalations from all third-party partners and vendors to ensure prompt internal escalation as appropriate.

Key Responsibilities:

• Monitor system events/alerts and incident reports to ensure maximum service uptime.
• Serve as a first-level escalation point for all system-generated events/alerts and user-generated incidents and escalate them to appropriate IT team based on defined procedures.
• Troubleshoot and gather critical information for system events/alerts and incident reports in order to ensure prompt investigation following escalations to Tier 2 and Tier 3 support groups.
• Receive support requests by phone, e-mail, and ticketing systems.
• Continually expand technical knowledge.
• Apply understanding and knowledge of information systems products and services to assist internal users.
• Recognize, research, isolate, and resolve information systems problems.
• Coordinate escalations to appropriate technical, professional, or service personnel for appropriate services, repairs, training, and follow-up.
• Work a rotating schedule including evenings, overnight, weekends, and some holidays when needed.
• Create procedural documentation for the knowledge base.

Domain Knowledge:

Education:

Skills:

Must have:

• Does NOT have to be an expert, but familiar with Azure cloud and also navigating through the portal.
• At minimum, entry level understanding with Infrastructure (servers, applications, interconnectivity and concepts between systems, etc.)
• RDP
• Batch scheduling tools and concepts
• Microsoft suite (Excel, PowerPoint, Outlook, Word)
• Clear and efficient communication skills
• Clear and efficient writing skills
• Troubleshooting and analysis skills (work through problems diligently before having to escalate to the next tier)
• Following processes and procedures

Good to have:

• At least base level of familiarity with SQL, PowerShell.
• Familiar with DevOps environment
• ServiceNow

Required Core Traits:

• Takes ownership of decisions, actions, challenges, and solutions
• Applies problem-solving skills to implementing cost-effective solutions
• Demonstrates refined written and verbal communication skills, fosters open communications, listens effectively, and builds strong partnership networks that result in consistent forward momentum
• Skilled at solving challenges in a directed, methodical manner and analyzes the current issue to envision creative solutions
• Takes initiative to complete critical tasks, especially in team settings with dependencies on other people
• Works effectively in the face of stress, ambiguity, difficult situations, and shifting priorities
• Collaborates and openly seeks and shares information across teams and departments
• Has some experience in his or her technical field and continually augments experience and skills with the latest research results and techniques
• Demonstrates a bold commitment to the total alignment of actions, words, and professional beliefs