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