Network Operations Center Analyst I – Senior

Seneca Holdings•Kansas City, MO

6d•Onsite

About The Position

White Pine Innovations is seeking a Network Operations Center Analyst I to provide data center IT support in a 7X24X365 environment. This role involves responding to and diagnosing problems through user interactions, requiring skills in problem recognition, research, isolation, and resolution. While less complex issues are resolved immediately, more complex problems are escalated to senior support. The analyst will utilize a problem management database and help desk systems, performing ticket management which includes identifying issues and configuration items, assigning tickets to the correct support group, tracking progress against SLAs, escalating as needed, crafting customer and internal notifications, and ensuring customer satisfaction with resolutions. This role also involves providing expertise and guidance on ticket management operations and leading the quality assurance program, including identifying and researching process improvement initiatives.

Requirements

Existing Public Trust clearance
Bachelor’s degree in computer science field, or an Associate’s degree in technology plus 2 years’ experience in a similar position.
5 years’ experience in data center support related field.
Ability to perform system administration for Linux, Windows and Mainframe systems.
Knowledge of networks, switches and other peripherals.
Knowledge of storage appliances, data base and applications servers.
Demonstrated successful project management skills.

Responsibilities

Provide Tier I support
Manage incidents and service requests lifecycles.
Handle communication with the customers providing them with status update and addressing their questions, comments and complaints.
Report, document and escalate customer contacts; regarding issues, problems, and information given.
Perform ticket management.
Ensure customer satisfaction through the resolution of all issues and problems reported.
Manage and perform the steps/actions required in the Remedy ticketing system.
Maintain current and high level of technical skill in field of expertise.
Perform and/or oversee security of the data center and escorting of personnel to designated areas of the computer room.
Complete all daily logs and journals associated with maintaining computer room security and control; shift turnover information and daily activity notes.
Support Disaster Recovery (DR) exercises
Other duties as assigned