NOC Analyst

Job responsibilities:

• Ability to travel to remote locations
• Have own vehicle to drive to different locations and support end Users / Mileage will be reimbursed.
• Will be available on call support during weekends/ holidays as per request.

Responsibilities:

Ability to prioritize alarms and incidents in order to fulfil SLA commitments
Deliver proactive technology monitoring and implement corrective action to ensure optimal performance.
To provide diagnostics and technical updates on incidents to other members of the operations and engineering teams and senior management.
Identify opportunities to improve processes and sponsor the introduction of system changes to improve efficiency.
Work well within our UTOC team and have the ability to work shift pattern.
Proactively monitor technology solutions to ensure events are captured and resolved before they become an incident whilst in the event of a major service outage liaise with all relevant departments to undertake emergency fault diagnostics to resolution.
Escalate issues to Senior Staff/Shift Lead/Shift Manager
Perform incident documentation by creating tickets. Incident documentation includes selection of the affected party prioritization of the incident filling in the mandatory fields such as type and time of incident and a brief description.
Update internal customers and management regarding the status of their inquiries or issues
Research and resolve issues such as documentation requests repeat issues customer follow-up as appropriate recommend any process improvements and provide shift turn over status.
Be the front line to UTOCs technical support staff by coordinating and routing incidents calls and tickets
Monitor the alarm activity through the Network Management - monitoring system
Track incidents where applicable to verify that response times and availability requirements established in the SLA are met.
Create and update tickets with 100% accuracy following established procedures
Execute projects given by Management
Personal Training and Career development

Knowledge Requirements:

Requires a minimum of 2 years of network surveillance experience or related fields of study.
Exceptional written and oral communication skills.
Must be able to document issues with a high level of accuracy and attention to detail.
Ability to multitask in a fast paced and demanding environment.
Working knowledge of TCP/IP subnetting and the OSI network model