POSITION OVERVIEW:
The Network Operations Center is responsible for IT infrastructure observability/monitoring and responding to IT service-related issues to expedite resolution and minimize impact to employee and customer experience. The team ensures maximum possible service availability and performance by identifying, categorizing and responding to application, network and system issues working to meet or exceed established Service Level Agreements.
KEY RESPONSIBILITIES:
Monitor and track alerts from the core network and system services for outages and performance issues and respond to alerts/incidents in accordance with policies and procedures.
Experience in handling bridge calls and high priority incident management.
Work to meet or exceed service level targets.
Accurately and efficiently resolve alerts based on respective procedures.
Effectively escalate unresolved alerts to the appropriate teams and coordinate efforts to resolve the issue.
Assist in maintaining documentation including creating and editing support guides, knowledge base articles and runbooks.
Analyze trends and provide recommendations for system/network improvement.
Install, configure and maintain system/network monitoring applications.
Isolates and identifies root cause of problems for network, servers, and applications in conjunction with the infrastructure teams.
Experience with vendor management in facilitating the resolution of issues.
Provides feedback to team and Management to improve best practices and procedures.
Coordinate server and workstation enterprise patching as needed.
Performs other duties and training as assigned to support the continued success of self, team, department, and Company.
Is available to work occasionally outside of business hours as required by the needs of the business.
MINIMUM QUALIFICATIONS:
Bachelor’s degree, vocational training or relevant work experience.
Minimum of 3 years working as NOC Engineer/Administrator or experience in a similar role.
Minimum of 5 years’ experience in IT field
Network+ certification
Microsoft Windows Server certifications
CCNA is a plus.
Demonstrated experience with TCP/IP networking, SDWAN, MPLS, networking equipment, Citrix, VMware, Windows Server OS, Microsoft Exchange, Microsoft/Office 365.
Demonstrated experience with using and managing network monitoring and observability tools (LogicMonitor preferred.)
Demonstrated experience with SCCM/MECM reporting and configuration.
Demonstrated experience with SQL management, maintenance and stored procedures.
Experience with service management and incident tracking systems (ServiceNow preferred)
Experience with Patching and Vulnerability remediation for servers and workstations.
Good problem-solving and analytical skills with strong attention to detail.
Excellent oral and written communication and collaboration skills.
Sound ability to analyze issues.
Capable of multi-tasking and prioritization of workload.
Available to work assigned shifts that fall within team support hours (Monday-Friday 6am to 6pm / Saturday 8am to 2pm)
Self-starter, able to work independently and ability to handle critical situations
Proficient with Microsoft Office (Excel, Word, PowerPoint, Project, Visio)
Experience with cloud-based computing (Azure or AWS) is a plus.
Experience with Powershell scripting a plus.
Familiarity with VOIP Telephony, Zoom Workplace and/or Zoom telephony is desired.
Knowledge of network monitoring tool configuration and administration (LogicMonitor preferred).
This job description may not be all-inclusive. Employees are expected to perform other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.
Provident Bank recognizes and supports the importance of creating a socially and culturally diverse employee base. We understand, value, and appreciate the unique perspectives that a diverse workforce can contribute to our organization. We put the employee and the customer at the center of strategy because culture is a critical differentiator for why people choose to work here.
