Title: IT - Network Operations Analyst, Career
Location: Fairfield, CA 94533-6808
Duration: 12 months
Rate: $35/hr on W2
Sun-Wed: 6AM to 4:30PM
• At least 2 years of Network Operations Center operations experience, Answering phones and sending emails related to IT Software and Hardware problems, Microsoft, BMC Remedy Local only - Verbal communication Skills, basic Network and computing knowledge
BA/BS in Information Technology or related field or equivalent work experience.
Desired: Intermediate knowledge of network protocols, software applications, and operating support systems.
Desired: Current Networking Certification; ITIL Certification. Minimum of 2 years’ experience in telecommunication, internet, or network operation center environments.
Desired: Previous experience working in ticket management systems/ applications (I.E SMC Remedy), monitoring network devices and software operating systems.
Desired: Ability to choose from different analytical methods, approaches, and tactics to meet analysis requirements in an efficient manner; Interacts with users, IT professionals and team members typically reporting and discussing progress of projects/incidents; Applies technical skills to resolve incidents of well-defined scope as specified by procedural guidelines or under direction of leadership; Escalates to more experienced resources on unusual or more difficult incidents; Has proficient knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Gas, Electric, Telecom Network, TCP/ IP; Qualitative and quantitative analytic & problem solving skills; Ability to learn new concepts quickly; Organizational skills; Advanced verbal and written communication skills; Proficient in Microsoft Excel and Word; Is able to work independently or as part of a team; Has novice/ basic knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Gas, Electric, Telecom Network, TCP/ IP; Adheres to Work Instructions and/or processes as defined in Run Books and Playbooks; Applies technical skills to resolve incidents of well-defined scope as specified by procedural guidelines. Must be available to work a varied shift schedule in a 7 X 24 hour operations center environment. May require some local traveling for training, meeting, etc. Able to support shift schedules as required to meet business needs
This is the Incident/Event Management role which applies repair or restoration procedures to network systems and applications that receive an event notification.
Apply Run-book procedures or work instruction steps required for scheduling, monitoring & technical support functions on the network and application interfaces.
Process routine change requests and work orders. Perform data analysis/trending on the network and applications as per predefined documented procedures.
Monitor Change Management activities for notification of alarm suppression and post maintenance validations to take place.
May act in a lead capacity to open and manage technical conference bridges, updating incident and/or problem management tickets as needed.
Develop and distribute ongoing notifications for outages in progress as directed by Service Manager or Supervisor.
- Manage timely ticket updates. Use run-book steps for first level break/fix restoration needs. Complete repetitive, basic maintenance activities as requested.
- Develop and distribute ongoing updates/notifications for outages in progress as directed by Service Manager/Supervisor. Initiate conference bridges for outages as part of the outage management process.
Operations Analyst (General)