Description
The NOC Analyst will be responsible for the operation and support of the Firm's IT Infrastructure during the shift through continuous monitoring and handling of system-related incidents, performing ad hoc and routine tasks; and participating in IT Projects of the Global Technology Teams.
This role works to a shifting schedule as the NOC Team operates onsite in Global Services Manila (GSM) 24 hours x 365 days a year. In addition, the role holder is expected to be on-call in case of IT infrastructure critical incidents and emergencies requiring assistance.
Responsibilities:
- Provide support for the IT Infrastructure; this includes alert monitoring, troubleshooting, root cause analysis, and resolution of incidents (both from system alerts and help desk tickets)
- Handle issues encountered in the IT Infrastructure and IT Operations, consult the Team Leads and/or Administrator on complex issues
- Escalate issues to Team Lead and/or the appropriate next Level IT group when applicable
- Perform routine and ad hoc tasks and requests
- Represent NOC and participate in Global Infrastructure meetings
- Further develop technical aptitude and customer service knowledge, skills, and abilities
- Generate and recommend work and process improvement ideas within NOC and Global Infrastructure
- Perform other tasks as may be assigned by management
Skills and Experience:
- Bachelor’s Degree in Computer Science or substantial equivalent experience
- Good technology experience, including experience in:
- Microsoft Windows Server operating systems
- Dell PowerEdge and HP ProLiant servers
- VMWare Vsphere and Microsoft Hyper-V virtualization
- Active Directory technologies
- Certification in the respective field is an advantage (MCP, MCSE, CCNA, etc.)
- Good analytical skills in identifying and resolving problems, assessing risks, and evaluating technical solution alternatives
- Sound decision-making skills in making a logical and proper judgment as to when to escalate the incident to 3rd level support
- Discipline and sense of urgency, responsibility, and accountability
- Good presentation and communication skills