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Network Operations Analyst

19000012 Requisition #
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Job Purpose

As the first point of contact for incidents and service requests, the Analyst, Network Operations plays an important role within the organization, having a primary responsibility to restore service as quickly as possible following a service incident.  The Analyst, Network Operations is accountable and responsible for ensuring the resolution (directly or indirectly) for all incidents and service requests.  This role will appropriately categorize, prioritize and escalate incidents and service requests that they cannot resolve.  All interactions with the client must be proactive, helpful and highly professional.

  • Fields Help Desk Calls, emails, portal reports, etc.
  • Records and handles Incidents and Service Requests
  • Route, categorize, prioritize and escalate incidents and service requests
  • Actively monitor and react to System Events, Alerts and Monitoring Tools
  • Incident investigation, diagnosis, and service restoration
  • Ensure proper follow-up internally and externally until resolution
  • Give priority to monitoring high-impact Incidents
  • Owns incidents and may serve as coordinator until resolution
  • Keeping clients informed about progress
  • Escalates as appropriate
  • Monitors, tracks and communicates with other teams to progress incident resolution
  • Identifies ways to prevent future problems and alerts management to emerging trends
  • Responsible for handling file transfers for external clients

Knowledge and Experience
  • Bachelor’s Degree in Computer Engineering or related field
  • Basic networking knowledge
  • Excellent written and verbal communication skills
  • Able to work on a team and in an individual setting
  • Aptitude and skill for training other team members
  • Self-starter, willing to take on tasks and ask for help when needed
  • Ability to manage time to juggle multiple requirements during the work day
  • Experience with Linux and Windows
  • Financial industry experience is preferred
  • CCNA, CCNP or equivalent level of knowledge
  • Preferred skills include:
    • Basic understanding of the OSI model
    • Familiarity with data center technologies
    • Good phone etiquette and the ability to diffuse agitated situations
    • Excellent customer service attitude
    • Basic hardware troubleshooting skills
    • Ability to operate effectively and professionally under pressure
    • Ability to collaborate with a variety of personalities and skillsets, and improve the quality of IT processes

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