Über diese Administrator Operations Center Stelle bei Thinkahead
Key Responsibilities
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Monitor customer network and IT infrastructure
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Incident management via ITIL based ITSM (ServiceNow)
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Answer phone calls from select client contacts to open new or check status of existing incidents
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Performs troubleshooting of a network related alerts/incidents and escalate to appropriate teams as needed
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Performs troubleshooting of a variety of other infrastructure platform issues, such as but not limited to:
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Server – Windows/Unix/Linux
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Backup/Replication
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Cloud
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Performs troubleshooting with carriers and 3rd party vendors regarding network hardware and circuit issues
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Utilizes a variety of system and event management tools and procedures to respond and resolve internal and external customer issues
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Performs analysis of event management system alerts to ensure devices are tuned properly
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Follow specific Standard Operating Procedures (SOP), Work Instructions, and operations Run Books to perform network tasks on behalf of customers, including (but not limited to) IOS upgrade, switchport shut/no-shut, etc.
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Ensure that all Service Now incident tickets, change records and service requests are fully documented, planned, resolved, and/or executed on time and per the customer’s expectations and within the agreed Service Level Agreement (SLA)
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Communicates frequently with Client team(s), engineers/architects, Team Leads, and hardware/software vendors during incident resolution
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Create and maintain system and process documentation in appropriate knowledgebase.
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Communicate, internally and externally, the status of the incident ticket/service request directly with the customer or broadcast to a larger audience as defined per SLA.
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Assist with cross training of other NOC team members as needed.
Skills Required
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At least 3+ years of operational experience in multiple technologies, including all the following:
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Networking technologies including (but not limited to) Firewalls, Routers, switches and wireless technologies; Cisco and/or Palo Alto preferred.
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Experience with general technologies such as servers, storage, virtualization and cloud
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Proficient use of all Microsoft Office applications
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Experience working with an ITIL based ticketing system tool – ServiceNow helpful
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Experience with at least one IT observability/monitoring tool or technology (Elastic,LogicMonitor, Solar Winds, etc)
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Experience with Elastic observability strongly preferred
Certifications
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One of the following certifications is preferred
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Logic Monitor Certified Associate (LMCA)
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Microsoft Certified Solutions Expert (MCSE)
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Microsoft Certified Professional (MCP)
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Red Hat Certified System Administrator (RHCSA)
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Linux Certified Administrator (LCA)
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Cisco Certified Associate (CCNA)
