Lead SOC Analyst

OCLC • Dublin, OH

1d • Hybrid

About The Position

Together we make breakthroughs possible. At OCLC, we build technology with a purpose: to connect libraries and make knowledge accessible worldwide, because we believe that what is known must be shared. Our teams work with complex global datasets, AI and machine learning, hybrid cloud solutions, and other technologies that connect people and organizations to the information they need. We value the power of unique perspectives and experiences to unlock innovation. At OCLC, your ideas matter, whether you have two years of experience or 20. You’ll learn, create, and problem-solve with technologists, product developers, librarians, researchers, marketing pros, and support teams around the world. Why join OCLC? OCLC is consistently recognized as a best place to work by several independent programs. We recognize and reward people and results with a comprehensive Total Rewards package. This means competitive compensation that reflects your unique contributions—performance, experience, and skills—along with exceptional benefits, including best-in-class health coverage, retirement plans with generous company contributions, and a commitment to your overall well-being. We know the best ideas don’t always happen at a desk. Take a walking meeting around our 100-acre campus or enjoy lunch on the patio. We’re committed to your success—both personally and professionally. Hybrid work environment: For many roles, three days a week on-site, with occasional additional days based on business needs. Free use of our on-site fitness center, gym sports, group exercise classes, and game room Onsite catering and cafeteria subsidized by OCLC Health and wellness events Work environments with individual and team spaces and the latest technology tools Paid parental leave and adoption assistance Tuition reimbursement and Public Service Loan Forgiveness eligibility Company-subsidized pricing on local tickets and memberships Join us in transforming how people everywhere access information and be part of a mission-driven team that makes a global impact. The major purpose of the Service Operations Center (SOC) Lead Analyst at OCLC is to monitor and control the member facing online services that OCLC provide for its customer’s use, and provide leadership and mentorship at a tactical level for their peers. In addition, the SOC is charged with monitoring and controlling the internal systems and services that OCLC provides for employee use. The expected service delivery outcome of this monitoring and controlling activity is the assurance that all services are functioning as expected to deliver business value, and that when they are not functioning as expected, issues are quickly identified and re mediated. In support of this outcome the SOC operates 24x365 to provide coverage across time zones and geographic regions. The SOC is always on duty. Members of the team are expected to occasionally assist with shift coverage outside their normal schedule in support of project and business needs. Members of the SOC team are expected to have the operational skills, the technical knowledge, and the supporting professional competencies to effectively work with other OCLC staff members and with external customers. Members of the SOC must be able to collaborate effectively under stress and they must also possess very good verbal and written communications skills. Cross team collaboration occurs as needed, to ensure the availability and quality of systems and services OCLC provides. The OCLC product set changes rapidly in response to customer demand, so does technology generally. Members of the SOC must constantly be able to reinvent themselves and learn new things that are applicable to the core SOC business function. Core SOC functions align with the following Information Technology themes: Monitoring Communication Issue Resolution Incident Management Execution of change activities Continuous improvement Because what is known must be shared: We will know the health of OCLC services at all times and we will share that information with whomever needs it to support business objectives We will identify and manage any crisis that needs attention today but we will always remember to pursue a better tomorrow We will do this by developing the people, tools, and teams that support the OCLC mission through collaboration with all stakeholders We will change without fear as often as needed to achieve company goals

Requirements

• Must have the ability to understand and interpret technical information in order to take action
• Must be able and willing to share relevant knowledge with others
• Technical, analytical, experience and communication skills to perform incident management on complex distributed systems and services Including the skills and abilities to perform said analysis and remediation independently
• Must be able to effectively communication with developers, database administrators, application support staff and business stakeholders
• Must demonstrate very good verbal and written language communications skills
• Demonstrable experience mentoring less experienced peers
• Verbal and written skills in multiple languages
• Position requires a High School diploma and experience in an information technology role, ideally supporting distributed systems at scale data center environment
• Associates Degree in Computer Science or an equivalent technical area, certification and 3+ years equivalent IT Operations experience is required
• Additional documented IT Operations experience can be accepted in lieu of formal credentials

Nice To Haves

• Degree in Computer Science
• Certification in web services, telecommunications, Linux or databases
• ITIL training and certification
• Experience supporting or using OCLC products and services
• Formal major incident management experience and training

Responsibilities

• The SOC is responsible for front line, real time, 24x365 monitoring and functional service verification as part of a shift team.
• A Lead Analyst must possess broad competency in all of the tools, systems, and processes that used to perform their monitoring duties.
• Using business appropriate written and verbal tools, and professional content, the SOC Lead Analyst is expected to effectively collaborate with other employees from diverse backgrounds and experiences to achieve desired business outcomes.
• Ability to perform effective issue analysis and remediation are a critical components of this position.
• SOC Analysts are responsible for creating and updating incident tickets in OCLC provided incident tracking systems as needed.
• SOC Analysts at this grade support ongoing change execution to deliver features and functions for the OCLC product base.
• Lead Analysts are responsible for personal development in order to expand their professional capabilities and bring benefit to OCLC.

Benefits

• competitive compensation
• best-in-class health coverage
• retirement plans with generous company contributions
• commitment to your overall well-being
• Hybrid work environment
• Free use of our on-site fitness center, gym sports, group exercise classes, and game room
• Onsite catering and cafeteria subsidized by OCLC
• Health and wellness events
• Work environments with individual and team spaces and the latest technology tools
• Paid parental leave and adoption assistance
• Tuition reimbursement and Public Service Loan Forgiveness eligibility
• Company-subsidized pricing on local tickets and memberships

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED