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.