INOC Technician III

Xcel Energy•Denver, CO

8d•$37 - $52

About The Position

Are you looking for an exciting job where you can put your skills and talents to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow? A position at Xcel Energy could be just what you’re looking for. Position Summary An INOC (Integrated Network Operations Center) Technician works on the Integrated Network Operations Center team with the primary responsibility of monitoring, operations, repair, event and incident management resolution for Xcel Energy communications core network and infrastructure end-user applications and servers. INOC Tech III's will be primarily responsible for monitoring, surveillance, and initial triage of trouble tickets. Will be first level escalation from Tech I/II and will provide guidance and assist Tech I/II in growing skills. Duties also include assisting with process improvement, opening/updating/closing incident tickets, paging out support groups, opening troubleshooting/technical bridges during outages/events, and answering the phone que and email box.

Requirements

AS/AAS/BS in related degree field, entry level certifications from accredited organizations, or equivalent documented experience.
5+ years of network management/infrastructure operations that includes experience with switching/routing, transport, and data using layer 1 - 3 equipment or software.
Proficient experience and understanding of fiber, T1 - OC192, and PRI circuits and associated network element related equipment as well as end-user applications and servers.
Demonstrates experience effectively managing network cutovers and equipment replacement.
Demonstrated ability to work in a diverse and rapidly changing business environment.
Strong interpersonal skills, customer focus, communication, time management and analytical abilities.
Ability to manage pressure associated with multiple, simultaneous high-impact tasks routinely.
Must be willing to work diverse schedules in a 24x7, 365-day environment, including an on-call rotation. Rotating schedules subject to chain per business need.

Nice To Haves

ServiceNow experience
Experience working in an Agile experience

Responsibilities

Monitoring: Effectively use monitoring tools to identify and respond to planned and unplanned network, application, batch job and other system events/incidents within defined service level agreements. Document all events/incident activity within ticketing system including interaction with customers, vendors and support personnel. Ensure all control center, emergency response, and dispatch processes, and administrative processes are followed and in compliance with regulatory requirements.
Triage/Troubleshooting/Break-Fix: Use tools to identify failure point in systems and assist in triage of events/incidents. Actively seek clarification and assistance when needed to ensure accurate and speedy identification of events. Accurately document findings in tickets and timely escalation to Tech III or higher as events require.
Incident Management: Participate in management of planned and unplanned events. Responsible for Tier I triage and troubleshooting including access/configuration of routers, switches, firewalls and infrastructure. Work with vendors to escalate and manage remediation of circuits and escalate to Tech II or Engineer III/IV for higher level triage or resolution. Facilitate and coordinate field support personnel dispatched to for on-site remediation. Meet or exceed departmental Mean Time to Resolve standards set by INOC management.
Operational Support: Participates in execution of Autosys and UNIX batch jobs and Tier I/II device updates/changes
Job Knowledge: Participate in educational/training opportunities, read professional publications, maintaining personal networks, and engage with professional organizations. Assist Tech I with improving and learning monitoring, triage, incident management and operational support. Provide first level escalation for Tech II and second level escalation for Tech I. Evaluate and work towards process improvement for all INOC work. Provide input and feedback on INOC training. Review work and document in accordance within established policies and procedures. Limited scope projects or shared areas of responsibility that may include the oversight of other technicians or project stakeholders.