Summary
Reports to: CTO
The Network Operations Center (NOC) team is responsible for leveraging Remote Monitoring and Management (RMM) tools as well as 3rd party services to detect, analyze, document, and coordinate timely response to service issues. These service issues are reported through alerts generated by hosted applications and related internal servers, storage, and databases. Using established Incident Response Procedures, NOC operators evaluate alerts and escalate to the appropriate handler, providing additional data as available to help troubleshoot the problem. The NOC continues to follow-up with any additional resources until the incident is resolved.
Responsibilities
- Problem solve and identify incident root cause issues. Work to eliminate recurring issues. Reduce the noise through automation, process creation, training, or other means.
- Generate key performance reports which communicate effectiveness and progress, including but not limited to: System Availability, Service Level Agreements, Ticket Management and Incidents. (Dashboards, TVs, client reports)
- Identify areas of opportunity for process improvement, provide leadership and develop plans for continuous improvement.
- Receive, record, classify, prioritize and troubleshoot alerts.
- Understand and work with Centralized Antivirus Management Systems
- Understand and work with Client Patch Management Systems
- Provide monitoring for excellent network availability and quality assurance
- Ensure NOC team achievement of the production Service Level Agreement (SLA)
- Provide consistent monitoring of Backup and Disaster Recovery devices and manage failures as required
- Configuration and fine tuning of monitoring tools for all network infrastructure
- Ensures configuration management records are updated following the removal/installation of hardware/software
- Maintains a situational awareness of the environment
- Provide knowledgeable assistance and coordination with field engineers, service providers, vendors and other outside support
The job description outlined above reflects general details as necessary to describe the primary functions of this job, the level of knowledge and skill typically required, but should not be construed as an all-inclusive listing of work requirements. Individuals may be asked to perform duties other than those mentioned above in order to cover absences or relief in the appropriate department to equalize peak work periods or otherwise balance the workload.
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