Operator, NOC - Inmar, Inc.

A NOC Operations Analyst provides administrative support to their manager and alerts support staff if necessary. They detect notifications and conduct monitor checks to make sure that systems are running correctly. They perform tasks such as taking calls from customers and trying to resolve their queries. They escalate issues to their manager. They receive direction from senior Operations analyst and the manager responsible for the Operations.

The incumbent must have a service-oriented mentality, a high sense of ownership of the problems and requests assigned, a focus on managing and resolving issues in alignment with the SLAs, establishing and maintaining communication with technology customers to keep them updated with status of their requests, initiating and performing changes on production systems and proactively escalating any issues that cannot be resolved within the established timeframes.

This role will be 3rd shift Mon-Fri from 9:00pm-6am and cover holidays

Primary Accountabilities:

Technical (100%)

• Change management: Able to implement changes based on requests for change. Applies change control procedures.
• Community collaboration: Contributes to the work of others whilst having the ability to motivate and empower teams. Creates the right environment for teams to work in and is able to facilitate the best team makeup depending on the situation. Recognizes and deals with issues.
• Incident management: Identifies and registers incidents, gathering the required information and allocating to the appropriate channel. 
• Ownership and initiative: Own an issue until a new owner has been found or the problem has been mitigated or resolved.
• Problem management: Able to investigate problems in systems, processes and services, with an understanding of the level of a problem (e.g. strategic, tactical, operational). Can contribute to the implementation of remedies and preventative measures.
• Service focus: Take inputs and establishes coherent frameworks that work.
• User focus: Identify and engages with users or stakeholders to collate user needs evidence and understands and defines research which fits user needs. Able to use quantitative and qualitative data about users to turn user focus into outcomes.
• Asset and configuration management: Track, log and correct information to protect assets and components.
• Broad technical understanding: Aware of availability and capacity management processes.
• Continual service improvement: Able to identify process optimization opportunities with guidance and contribute to the implementation of proposed solutions.

Required Qualifications:

• Bachelor of Science Degree in Computer Science, Information Technology or related field
• 3+ years’ work experience in network operations center engineering
• Or any equivalent combination of experience and training/certification that provides the required knowledge, skills, and abilities needed to complete the major responsibilities/essential functions of the position
  • Proficient in Microsoft Office
  • Proficient in G-Suite

Individual Competencies:

• Integrity: Gains the trust of others by taking responsibility for own actions and telling the truth.
• Teamwork: Builds relationships and works cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually-beneficial partnerships, leverage information and achieve results.
• Adaptable: Responds to change with a willingness to learn new ways to accomplish work objectives with a positive attitude.
• Innovative: Ability to develop, sponsor, or support the introduction of new and improved methods, products, procedures or technologies.
• Curious: A desire to inquire and learn, to seek new knowledge and wisdom, and to listen to the contributions of others with a genuine interest to better self, the team, and the organization.
• Analytical and Critical Thinking:  Ability to tackle a problem by using a logical, systematic, sequential approach.
• Problem Solving: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.
  • Communication: Giving and receiving messages and information in written, oral, and visual formats in a clear and concise way for a complete understanding of meaning and intent.
  • Collaboration: Works collaboratively with others to achieve group goals and objectives.
  • Effective Execution: Translates broad conceptual understanding of the company's strategy into a tactical plan of how it will happen including who will take on which tasks in what sequence, how long those tasks will take, how much the tasks cost, and how each task affects subsequent activities.

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

While performing the duties of this job, the associate is: 

• Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.
• Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.
• Occasionally required to stand, kneel or stoop, and lift and/or move up to ## pounds.
• Regularly required to view items at an extremely close range and must be able to adjust and readjust focus.

Safety:

• Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

As an Inmar Associate, you:

• Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.
• Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.
• Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually-beneficial partnerships, leverage information to achieve results.
• Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.
• Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.

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