The Tech I - Ops Center is responsible for assisting the NOC team with daily activities, tracking operational tasks and workload. The role of the NOC Technician is to ensure the availability, reliability, integrity, and efficient operation of the network systems that support the enterprise technology functions. This is achieved by system, application, network and database monitoring. In this position, the NOC Technician will play a crucial role in the Network Operations Center by being a key member of the service solution monitoring team. In addition to monitoring the NOC Technician will be required to provide support to the Operations Application Support and Operations Engineering teams to assist in troubleshooting service/system issues, collecting system/application/performance data, managing trouble tickets, performing notifications and escalations. The NOC Technician will apply proven analytical, and problem- solving skills to help identify, communicate, and resolve issues in order to maximize the availability and performance of the network and application environments. Essential Duties and Responsibilities:Responsible for managing ticket queues and team workload to ensure SLA’s and KPI objectives are met.Works with NOC Supervisor to identify and create system and workflow improvements to enhance the NOC’s efficiency.Understand and abide by Incident, Problem and Change management processes and procedures.Production environment monitoring for alarms and performance issues on systems, applications, databases and network/customer connectivity.Manage alarm events and technical application issues – creating, modifying and closing trouble tickets and routing issues to appropriate teams or vendor to be investigated and provide assistance wherever needed or requested.Perform basic system administrator functions such as: alarm clearing and resolution, review error logs, run performance and capacity analysis reports if applicable and provide overall system administration assistance whenever needed or requested.Strictly adhere to Standard Operating Procedures (SOP’s) and Protocols defined for Operations Center personnel.Generate and maintain operational and technical documentation to support the development and/or improvement of all Operations initiatives - Standard Operations Procedures and Technical Administration Guides.Solid understanding of the nature of the work being performed by the team and have the ability to hold team members accountable.Responsible for working tickets and supporting customers alongside of the team.Must be available to work 24x7 rotating shifts including day, swing, nights, weekends and holidays.On-call availability on a rotational basis is a requirement of this role.Consistent and regular attendance including on-call availability on a rotational basis, is an essential function of this job.
