Job Description

Job Description

40% - Incident Management
Respond to and manage incidents, alerts, and outages, ensuring timely resolution and minimal impact on operations.
Perform root cause analysis and provide detailed incident reports for critical issues.
Escalate unresolved issues to higher-level support teams or vendors as necessary.
40% - Troubleshooting and Problem Resolution
Collaborate with support personnel for effective problem resolution.
Aid in diagnosing and resolving issues quickly and promptly.
Utilize various monitoring tools and techniques to proactively identify and address potential issues before they impact operations.
10% - Documentation and Reporting
Maintain accurate and detailed logs of all incidents, changes, and maintenance activities performed during the night shift.
Prepare and deliver shift turnover reports to the incoming shift lead and management.
Update and maintain SOPs and knowledge base documentation related to NOC operations.
5% - Collaboration and Communication
Communicate effectively with other NOC teams, IT units, and external stakeholders to coordinate resolution efforts and ensure seamless operations.
Participate in cross-functional meetings to discuss ongoing issues, planned maintenance, and improvement initiatives.
Liaise with daytime NOC teams to ensure a smooth transition and continuity of operations.
5% - Other
Maintain a clean and organized data center environment.
Support Disaster Recovery and Server Restoration procedures.
Follows and enforces all IT security policies as required for ISO certification.
Perform other duties as assigned.

Required Qualifications

High School Diploma/GED and two (2) years of relevant experience.
Two (2) years of monitoring experience.
Two (2) years of customer service experience.
Excellent written communication skills as evidenced in application materials.

Preferred Qualifications

Associate's degree.
ITIL Foundation Certificate.
Security+ or other related security certifications.
Experience working with Database Management, Principles of Networking, Computer Environmental Control Systems, Monitoring Software, or Scripting, and programming skills as evidenced in application material.