Tech I - IT Ops Center

Wynn Resorts•Las Vegas, NV

41d

About The Position

The Tech I - Ops Center is responsible for assisting the NOC team with daily activities, tracking operational tasks and workload. The role of the NOC Technician is to ensure the availability, reliability, integrity, and efficient operation of the network systems that support the enterprise technology functions. This is achieved by system, application, network and database monitoring. In this position, the NOC Technician will play a crucial role in the Network Operations Center by being a key member of the service solution monitoring team. In addition to monitoring the NOC Technician will be required to provide support to the Operations Application Support and Operations Engineering teams to assist in troubleshooting service/system issues, collecting system/application/performance data, managing trouble tickets, performing notifications and escalations. The NOC Technician will apply proven analytical, and problem- solving skills to help identify, communicate, and resolve issues in order to maximize the availability and performance of the network and application environments.

Requirements

Bachelor's Degree in Computer Science, Information Technology, or similar disciplines and/or equivalent combination of education, professional training or work experience (6 years)
ITIL Foundations Certification (obtained or in progress)
At least one networking, systems or security certification
A minimum of three (3) years of experience in working in a Network Operations Center (NOC) or technical support center environment
A minimum of five (5) years of experience in customer service focused jobs related to information technology
A minimum of two (2) years of experience monitoring an enterprise or metro network environment
A firm understanding of the logical flow of an application's traffic within a network and be able to communicate the issues that are occurring
Intermediate understanding of networking technology, such as routing, switching and IPSEC VPN Tunnel
Strong network fundamentals - OSI Reference Model, TCP/IP Stack
Strong knowledge of the following Microsoft, VMWare and Avaya products
Advanced competence with monitoring tools, techniques, alerting and notification processes
Hands on, demonstrable experience in one or more of the following technologies: NetScout, Avaya, InfoBlox, Solarwinds, Squared Up, SCCM, or New Relic
Previous experience in Network or Service Operations Center, technical troubleshooting, customer support, monitoring systems and knowledge of ticket and incident management, resolution and escalation processes
Knowledge of IT service operations and management. Experience in a customer care and technical support in an IT environment
Proficiency with Microsoft Office Applications Suite and SharePoint
Demonstrated abilities to identify priorities, meet deadlines, give direction, and hold self and others accountable for success
Must have a working knowledge of engineering tools and methodologies.
Solid understanding of Firewalls to include:
Palo Alto
Check Point
Blue Coat
Juniper

Nice To Haves

Prior leadership positions
ITIL standards, ServiceNow, Testing, Number Portability, Telecommunications and Networking

Responsibilities

Responsible for managing ticket queues and team workload to ensure SLA's and KPI objectives are met.
Works with NOC Supervisor to identify and create system and workflow improvements to enhance the NOC's efficiency.
Understand and abide by Incident, Problem and Change management processes and procedures.
Production environment monitoring for alarms and performance issues on systems, applications, databases and network/customer connectivity.
Manage alarm events and technical application issues - creating, modifying and closing trouble tickets and routing issues to appropriate teams or vendor to be investigated and provide assistance wherever needed or requested.
Perform basic system administrator functions such as: alarm clearing and resolution, review error logs, run performance and capacity analysis reports if applicable and provide overall system administration assistance whenever needed or requested.
Strictly adhere to Standard Operating Procedures (SOP's) and Protocols defined for Operations Center personnel.
Generate and maintain operational and technical documentation to support the development and/or improvement of all Operations initiatives - Standard Operations Procedures and Technical Administration Guides.
Solid understanding of the nature of the work being performed by the team and have the ability to hold team members accountable.
Responsible for working tickets and supporting customers alongside of the team.
Must be available to work 24x7 rotating shifts including day, swing, nights, weekends and holidays.
On-call availability on a rotational basis is a requirement of this role.
Consistent and regular attendance including on-call availability on a rotational basis, is an essential function of this job.