Network Operations Center Analyst

Job Summary

The Network Operations Center (NOC) Analyst is an entry level role responsible for providing support for Level 1 trouble isolation and repair for all Syniverse Global Networks, Products, Platforms, and Services. This role will work in a team environment and is accountable for providing resolution with sense of urgency and in correspondence with defined service level agreements.

Responsibilities

• Work as single point of contact for customer communications and escalations and ensures the performance of the network through monitoring of traffic, performance, and configuration.
• Support the analysis, reporting, and action to resolve alerts generated by the internal surveillance tools.
• Act as first line of contact for all Trouble Ticket issues, and maintain the shift logs.
• Provide follow-up on change requests, incidents/Break-fixes and perform other scheduled activities within the SLA requirements.
• Conduct proper maintenance of systems and ascertains compliance with security, safety, and environmental guidelines.
• Provide support to troubleshooter and isolate incidents with vendors and service providers. Escalate according to Syniverse NOC processes.
• Work closely with Tier-I counterparts to resolve and close events/incidents.
• Provide input to shift reports and coordinate handover of incomplete activities to the oncoming shift.
• Demonstrate and apply thorough understanding of the OSI (Open Systems Integration Model), operations of Network Monitoring Tools (e.g., HP Network Node Manager, NetCool), and customer applications and components associated with each application.
• Use IT Standard Operating Procedures (SOP), Work Instructions (WI) and Server support documentation for the Network Operations Center (NOC).

Experience, Education and Certification

• 1 - 2yrs of networking experience required
• Preferred Networking and Application Certifications from an accredited Trade School or Academy.
• Preferred to have one or more of the following; Cisco Certified Entry Networking Technician (CCENT), Juniper Networks Certified Associate (JNCIA), Cisco Certified Network Associate (CCNA), ITIL v3 Foundations Certification

Additional Requirements

• Use of the English language in verbal and written communications is a requirement for this position.
• Works in shifts to provide onsite 24x7 coverage to respond to customer and internal Syniverse issues and is flexible to work beyond stipulated hours.
• Exceptional customer service skills and demeanor, along with the ability to communicate with both technical and non-technical clients.

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.