Respond to alerts and event-generated incident tickets effectively and efficiently. Create and use Knowledge Base Articles to investigate, diagnose, and resolve incidents.
Escalate complex incidents to Networking, Server, and other resources in accordance with established processes and procedures.
Review and update status of incidents in ticketing system.
Create trouble tickets with carriers for circuit issues.
Interface with internal IT groups and business units as needed to achieve incident or problem resolution.
Support the Major Incident Management process by participating in bridge calls and working sessions to resolve incidents and problems.
Participate in the transfer of information from one shift to the next.
Serve as mentor for junior NOC analysts to expand their technical skillset.
Must be available to be a part of a 24/7/365 rotational on-call schedule.
Experience in document creation based on scenario.
Co ordination with different vender for escalation in timely manner.
Provide Proactive and reactive support for infrastructure.
Having knowledge of basic database monitoring e.g., MSSQL, DB2, Oracle etc.
Having knowledge of basic Linux, window, VMware monitoring.
SUPPLEMENTAL JOB FUNCTIONS
Performs additional duties as directed. Effectively accomplishes set goals while primarily working in a remote capacity.
Qualifications
EDUCATION & EXPERIENCE
4 years of experience in a similar role working in a Network Operations Center (NOC) or Operations Center in a distributed enterprise environment.
CompTIA A+ or Network+ certification preferred.
University degree in computer science or technical field preferred.
Experience supporting manufacturing/supply chain a plus.
KNOWLEDGE SKILLS & ABILITIES
Solid knowledge of infrastructure environments (compute, network, storage, etc.) and how they work.
Experience troubleshooting network problems and devices.
Experience using monitoring tools such as SolarWinds, Nagios, etc.
Experience troubleshooting Windows Server issues and performance.
Familiarity with Red Hat Enterprise Linux preferred.
Strong diagnostic skills: ability to assess incident criticality and determine when escalation is needed.
Ability to assess and prioritize incidents quickly while under pressure.
Familiarity with trouble ticketing systems such as Service Now.
Good written and spoken communication skills.
Familiarity with ITSM and ITIL best practices.
ADDITIONAL REQUIREMENTS
Ready to work from office.
Training
The post holder will be expected to undertake training to ensure that her/his skills are current.
If you feel this opportunity could be the next step in your career, we encourage you to apply.
Accendra is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.
Note: Accendra is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at our Company via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of our Company. No fee will be paid in the event the candidate is hired by our Company as a result of the referral or through other means.
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