Network Operations Analyst

Position Summary:


The NOC Analyst1 position is the first point of contact related to network health management. The person in this position is required to work in a team environment, under limited supervision and reports to the Network Manager. Due to the nature of environment 24x7 support business, the Analyst1 will be on site for network surveillance and event management.


Team provides communication, information, and resolution on all network related events to management and our internal customers. As the first point of event management; the NOC Analyst1's goal is to provide an efficient and effective response to Network issues via triage, escalation, resolution, and follow-up.


Responsibilities:
• Ability to prioritize alarms and incidents in order to fulfil SLA commitments
• Deliver proactive technology monitoring and implement corrective action to ensure optimal performance.
• To provide diagnostics and technical updates on incidents to other members of the operations and engineering teams and senior management.
• Identify opportunities to improve processes and sponsor the introduction of system changes to improve efficiency.
• Work well within our NOC team and have the ability to work shift pattern.
• Proactively monitor technology solutions to ensure events are captured and resolved before they become an incident, whilst in the event of a major service outage, liaise with all relevant departments to undertake emergency fault diagnostics to resolution.
• Escalate issues to Senior Staff/Shift Lead/Shift Manager
• Perform incident documentation by creating tickets. Incident documentation includes selection of the affected party, prioritization of the incident, filling in the mandatory fields such as type and time of incident and a brief description.
• Update internal customers and management regarding the status of their inquiries or issues
• Research and resolve issues such as documentation requests, repeat issues, customer follow-up as appropriate, recommend any process improvements and provide shift turn over status.
• Be the front line to NOC's technical support staff by coordinating and routing incidents, calls and tickets
• Monitor the alarm activity through the Network Management - monitoring system
• Track incidents where applicable to verify that response times and availability requirements established in the SLA are met.
• Create and update tickets with 100% accuracy, following established procedures
• Execute projects given by Management
• Personal Training and Career development



Knowledge Requirements:
• Requires a minimum of 2 years of network surveillance experience or related fields of study.
• Exceptional written and oral communication skills.
• Must be able to document issues with a high level of accuracy and attention to detail.
• Ability to multitask in a fast paced and demanding environment.
• Working knowledge of TCP/IP, subnetting and the OSI network model