Network Operation Center ANALYST (NOC)
Kaleyra, Italy

The NOC Analyst is responsible for researching and documenting various mitigation strategies, and must maintain current and thorough knowledge of the Company technologies and their significance to customer operations. This individual must be able to prioritize remediation of issues in a 24 x 7 environment with critical uptime requirements. The NOC Analyst may also perform basic to moderate system administration tasks such as network/system troubleshooting and executing various scripts.

Key Responsibilities amp; Accountabilities

• Alerts appropriate parties of network problems and works diligently to resolve.
• Documents all emails and phone calls incoming to the NOC (Network Operations Center).
• Utilizes support from technical experts within the organization and third parties, as required, to resolve a problem.
• Keep track of tasks upon successful resolution, according to company policies for incident management.
• Perform proper triage of the incidents.
• Provide timely response to all incidents, outages, and performance alerts.
• Categorize issues for escalation to appropriate technical teams.
• Recognize, identify, and prioritize incidents in accordance with customer business requirements, organizational policies and operational impact.
• Collect and review performance reports for various systems, and report trends in hardware and application performance to assist senior technical personnel to predict future issues or outages.
• Monitor a wide variety of information and network systems that include, but are not limited to telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems, and core applications.
• Document all actions in accordance with standard company policies and procedures.
• Execute all Run Books in accordance with standard company policies and procedures.
• Notify external customers, third-party service providers and internal company stakeholders of issues, outages, and remediation status.
• Work with internal and external technical and service teams to create and/or update knowledge base articles.
• Perform specific systems testing and operational tasks (network connectivity testing, script execution, drills, etc.).
• Perform system tasks such as rebooting of systems and routers.
• Participate on internal and external incident bridges and provide updates accordingly to the interested parties.
• Manage the internal and external maintenance notifications to keep all stakeholders informed about routine, emergency and planned changes.
• Monitor the performance of specific campaigns making sure to keep all internal parties aware of any unexpected behavior.
• Support multiple technical teams in 24 x 7 operational environments with high uptime requirements. Varied shift schedules will be held during evening/night hours.

Requirements

Education amp; Experience:

• IT Technical Diploma, Computer Science, related field, or equivalent experience.
• experience in operating 7 x 24 high-availability IT infrastructure in a highly transactional environment.
• previous experience with IT/LAN/WAN in an operations or help-desk environment.
• previous experience in troubleshooting network elements, protocols, services, and transport layer problems.
• previous experience in a Tier-1 role.

Required Knowledge, Skills and Abilities:

• Must be able to communicate effectively and efficiently in English (oral and written).
• Strong UNIX/LINUX concepts and command line skills.
• Basic understanding of application protocols and standards HTTP/SMTP/SSL/DNS/DHCP.
• Good understanding of TCP/IP and networking concepts.
• Strong analytical and problem solving skills.
• Basic experience in the development of operational procedures.
• Basic to intermediate experience building and running MySQL and Oracle queries.
• The ability to manage multiple simultaneous and diverse technology issues to resolution and an unbeatable sense of urgency.
• Able to communicate effectively and efficiently in Italian (oral and written).

Desired Knowledge, Skills and Abilities:

• General knowledge or interaction with monitoring systems.
• ITIL knowledge and practice.
• Intermediate Excel skills.
• Basic Linux Scripting.
• Experience working with SMS, RCS, REST-API and MMS communication protocol technology.
• Previous NOC operations experience.

Job Rewards and Benefits