Title - NOC Analyst
· Job Description
o Monitoring production applications, servers, and network using a combination of monitoring tools to ensure availability.
o Document and escalate, as appropriate, all incidents and assist in providing timely resolution
o Monitor all processing systems and File Transfers such as SFTP, SSH etc. to ensure all SLAs are met
o Analyze transaction failures through multi-platform system and assist in mitigating future failures
o Coach and mentor more junior level analysts to ensure personnel are working issues as efficiently and accurately as possible in a team oriented professional culture
o Recommend automation tasks to eliminate manual processes
o Participate in software and hardware upgrades and replacements by tracking progress of issues and helping to mitigate risk
o Monitor, triage and log incidents using Heartland’s ticketing system
o Logs and tracks calls using ticketing software, and maintains history records and related problem documentation
o Be the Incident Coordinator until incident resolution. Notify the business when any high priority incidents may occur. Contribute to the rapid resolution of incidents by calling for the necessary assistance from any operations staff member or support organization, and escalate issues with support organizations as well as internal personnel when required.
o Perform emergency or coordinated DR functions as business requires.
o An undergraduate degree or equivalent combination of education and experience
o Experience with UNIX, Linux or AIX such changing directories, view of files and the execution of scripts.
o Experience with Windows Servers such as network troubleshooting, services, and Active Directory.
o Experience with MS Windows clients and MS Office Such as (Outlook, Excel & Word)
o Strong interpersonal skills; self-motivated team player able to work comfortably with highly diverse, cross-departmental teams
o This position requires work in 12 hour shifts 24x7x365 (6:45 PM to 7:15 AM) on a 4 day on, 3 day off rotation.
o Willingness to work flexible shifts and schedule including weekends, nights, and holidays
o Excellent time management skills – must be able to prioritize tasks and adapt with minimum supervision
o Provide excellent customer service to internal and external clients
o Strong verbal and written communications skills
o Ability to quickly learn and understand new processes and tools
o 3-5 years’ experience in a Production Control or Operations role
o Experience with batch job scheduling concepts and tools, Dollar Universe and ActiveBatch is a plus.
o Experience with File Transfer Applications, Sterling Commerce Connect Direct, Secure Transport, WinSCP, WS_FTP Pro is a plus
o Experience with online real-time transaction processing environments
o Experience with ticketing applications such as Axios or HP Service Manager is a plus.
o Experience with Infrastructure monitoring tools such as Solarwinds, Logic Monitor is a plus.
o Knowledge of network protocols such as TCP, HTTP, HTTPS, SNMP, SFTP, BGP & SSH
o Knowledge of Network high availability standards such as load balancing & redundancy is a plus.