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, and performing ad-hoc and routine tasks. He/She may also be tapped to participate in IT Projects of the Global Technology Teams. This position works in a shifting mode as the NOC Team operates onsite in Global Services Manila (GSM) 24 hours x 365 days a year. Aside from this, he/she is expected to be on-call in case of IT infrastructure critical incidents and emergencies requiring his/her services.
Responsibilities:
General Operations and Support:
- Provide 24/7 monitoring, simple to intermediate troubleshooting, and resolution support for IT Infrastructure related issues - Server, Network, Messaging, Database, Desktop/Citrix, Backup, and VoIP;
- Escalate issues to Team Lead and/or the appropriate next Level IT group when applicable
- Identify reoccurring or critical issues affecting multiple users and create incidents as per procedure
- Communicate when necessary and collaborate with product/system owners, on-site teams, technical teams, or third parties as part of problem-resolution efforts.
- Ensure all support incidents are tracked in the helpdesk system and worked through to resolution or escalated/re-assigned as necessary according to agreed SLAs
- Provide support to incident reports coming from the Technology Help Desk, on-site staff, system owners, and other technical teams
- Carry out Infra-related tasks and activities such as Server OS Upgrades, Server Resource Expansion, Server Build, Server Decommission, Scheduled Shutdown/Power Up, DNS, Server Reboots and Migrations, etc.
- Responsible for monthly MS Patching deployment and remediation for all Servers
- Performs routine and Ad hoc tasks as requested
- Reviews work and processes within NOC and Global Technology for continuous improvement initiatives
- Identifies opportunities for improvement and offers/creates viable recommendations/options within NOC and Global Infrastructure
- Conceptualize changes in work and processes to improve the quality, speed, and efficiency of the NOC Team
Additional Responsibilities include:
- Comply and adhere to operational processes and security policies
- Retain skills relevant to the position on an ongoing basis through available training (instructor-led, and CBT as appropriate)
- Further develop technical aptitude and customer service knowledge, skills, and abilities
Skills and Experience:
- Proficient in their functional area and technology expertise (Server, Network, Messaging, 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
Education
- Possess a Computer Science Bachelor’s Degree or substantial equivalent experience
Experience
- Strong relevant experience in the use of the above knowledge and skills
- General knowledge of IT and its function to monitor and troubleshoot problems, provide system support
- Experience in a NOC or IT operations environment
- Working knowledge in ticketing systems such as ServiceNow
- Working knowledge of monitoring software such as System Center Operations Manager (SCOM) and SolarWinds
- Working experience with Windows Server 2008, 2012, 2016, 2019 VMware and Hyper-V
- Certification on their respective field an advantage (MCP, MCSE, CCNA, etc..)
- Availability to work varying shifts: Day time, afternoon, and night rotational shifts.