Global NOC Analyst II

GM Financial•Arlington, TX

27d•Hybrid

About The Position

As a Global NOC Analyst II, you'll help keep our global network secure and running at peak performance. Staying current on compliance and regulatory standards through training is essential. We're looking for a tech-savvy, detail-oriented problem solver with strong planning skills and excellent communication. If you bring energy, solutions, and a drive to succeed, this is the role for you! Collaborates with external and internal customers to analyze information needs and functional requirements and deliver the artifacts as needed and escalates complex or consequential issues to management Must have high attention to detail, be well organized and be a self-starter with the ability to resolve most conflicts and issues intuitively Able to work with limited to moderate direct supervision Uses a broad and deep understanding of technical concepts in multiple specialized fields to develop or find solutions Identifies and directs changes through appropriate review and approval mechanisms Responsible for taking immediate action when alerts are raised to notify appropriate technology groups and business entities in a timely manner often without immediate understanding of actual root cause Responsible for researching and documenting various processes and must stay current on changing technologies within the business in order to understand the significance and business impact of a given outage or problem Responsible for carrying out frequent pre-approved code deployments (software and code upgrades) on various systems in accordance with defined company processes ensuring proper change management procedures are followed Responsible for monitoring all areas of the company's local area network, wide area network, voice network, defined server and application thresholds and system services using monitoring applications like SolarWinds (suite), HP Tools, Splunk etc. Requires strong intercommunication skills with upper level management, IT support teams, business departments and outside vendors Make recommendations for threshold changes, and alert configurations to improve the effectiveness of the NOC and reduce potential for business impacts Maintain and complete daily log (Shift log) detailing service and application availability and other issues that arise Recognize, identify, and report trends in hardware and application performance Escalate incidents and problems to the appropriate support departments with follow-up Initiate major incident notifications in response to high impact outages Monitor local and wide area networks, voice/telephony systems, and server infrastructure for performance and availability issues spanning local and remote network sites Communicate and escalate unavailable or degraded systems and services to the appropriate support teams

Requirements

General working knowledge of networking concepts including TCP/IP, Subnetting, Routing, DHCP, Command line and DNS
Good knowledge of WAN security and design
Knowledge of Tidal Workload Scheduler or similar automated batch scheduling software
Working knowledge of Splunk Cloud, Splunk IT Service Intelligence
Support-level knowledge of the Windows desktop Operating Systems
Basic knowledge of operating systems, applications and associated hardware (e.g., Windows Desktop OSs, Windows Server OSs, OS/400, UNIX/Linux)
Understanding of enterprise computer hardware/software and information systems
Understanding of network monitoring concepts (e.g., TCP/IP, Subnetting, Routing, DHCP, DNS, Active Directory, etc.)
Ability to evaluate problems and issues quickly, and to make recommendations for courses of action
Ability to make independent decisions and use sound judgment in relation to the management of team members
Advanced ability to analyze problems, correlate data from multiple sources and communicate pertinent information to the appropriate support teams
3-5 years of experience in computer/customer support role Req
2-3 years NOC experience Req
High School Diploma or equivalent desired
Availability to work 4 days/week (fixed schedule), 10 hours/day (40 hours/week)
Some after-hours work may be required

Nice To Haves

Prior experience working with HP OMi, SolarWinds Orion (suite), HP NNMi, HP Site Scope, Spunk etc. is a plus
Understanding of SNMP, NetFlow, and Terminal emulation applications preferred
Associate's or Bachelor's Degree in related field or equivalent work experience preferred
Certifications from Microsoft, Cisco, ITIL, HP, and/or SolarWinds (SCP) preferred

Responsibilities

Collaborates with external and internal customers to analyze information needs and functional requirements and deliver the artifacts as needed and escalates complex or consequential issues to management
Must have high attention to detail, be well organized and be a self-starter with the ability to resolve most conflicts and issues intuitively
Able to work with limited to moderate direct supervision
Uses a broad and deep understanding of technical concepts in multiple specialized fields to develop or find solutions
Identifies and directs changes through appropriate review and approval mechanisms
Responsible for taking immediate action when alerts are raised to notify appropriate technology groups and business entities in a timely manner often without immediate understanding of actual root cause
Responsible for researching and documenting various processes and must stay current on changing technologies within the business in order to understand the significance and business impact of a given outage or problem
Responsible for carrying out frequent pre-approved code deployments (software and code upgrades) on various systems in accordance with defined company processes ensuring proper change management procedures are followed
Responsible for monitoring all areas of the company's local area network, wide area network, voice network, defined server and application thresholds and system services using monitoring applications like SolarWinds (suite), HP Tools, Splunk etc.
Requires strong intercommunication skills with upper level management, IT support teams, business departments and outside vendors
Make recommendations for threshold changes, and alert configurations to improve the effectiveness of the NOC and reduce potential for business impacts
Maintain and complete daily log (Shift log) detailing service and application availability and other issues that arise
Recognize, identify, and report trends in hardware and application performance
Escalate incidents and problems to the appropriate support departments with follow-up
Initiate major incident notifications in response to high impact outages
Monitor local and wide area networks, voice/telephony systems, and server infrastructure for performance and availability issues spanning local and remote network sites
Communicate and escalate unavailable or degraded systems and services to the appropriate support teams

Benefits

Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays.
Competitive pay and bonus eligibility
Flexible hybrid work environment, 2-days a week in office

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