Network Operations Center Analyst

Job Description -Network Operations Center Analyst

P97 is currently hiring multiple Network Operations Center Analysts in our Houston, Texas, headquarters which provides 24/7/365 support to our customers globally.  This is a technical role in which you will be taught to respond efficiently to a combination of duties which will build on your existing experience with customer support, system support, network support, and help desk activities. The development environment within P97 is largely Microsoft centric (.Net) with all associated infrastructure support provided in a Microsoft Azure cloud.  Currently, task management and service desk activities within the Network Operations Center are managed using the Atlassian software suite and previous experience using JIRA or Confluence is a plus, but not essential for candidates applying for this position.

The Network Operations Center Analyst is essentially the customer service department to our end clients and Network Operations Center Analyst at P97 make a significant impression on the customer satisfaction and acceptance of our leading-edge products.  This position will require shift work outside the normal 8:00am to 5:00pm typical business hours and all NOC Analysts are required to share responsibility of an on-call schedule. 

Key Responsibilities

• Daily Responsibilities Include:
  • Break-Fix Responsibilities (40%)
    • Serve as the primary initial responder within the Network Operations Center for identifying, troubleshooting, analyzing, and resolving network, system, and supporting software related issues.
    • Responsible for escalating issues appropriately to the product development team that cannot be readily solved by the NOC analyst team.
    • Responsible for visualizing technical problems from verbal descriptions, using a disciplined approach to troubleshoot the problem, providing clear instructions, and obtaining feedback to confirm the actions taken were successful during the problem resolution process.
    • Contacts service providers, equipment vendors, and customers directly to troubleshoot and resolve network and production configuration issues
  • Operational Service Delivery Responsibilities (50%)
    • Monitor all local and remote network elements to ensure operational integrity and to provide timely restoration of service upon the detection of network troubles.
    • Detects, isolates, and troubleshoots failures and degraded network performance in adherence with customer service levels.
    • Liaise with the development team to provide production support and issue resolution.
    • Monitor environmental conditions on-site and from remote facility locations if necessary
    • Documents all network related activities in the JIRA ticketing system
    • Adhere to all P97 compliance and security standards

• Customer Service Responsibilities (10%)
  • Manage incoming calls from clients and create trouble tickets in Jira
    • Provide a single point-of-interface to internal and external clients on issues pertaining to P97 network and system issues
    • Provide courteous and professional real-time customer service to customers by utilizing active listening skills during phone contact

• Periodic Responsibilities Include:
  • Responsible for following official P97 change control management processes
  • Designing, documenting, and executing periodic system and support software maintenance routines.
  • Designing, documenting, and configuring systems for monitoring and supporting software.
• Occasional Responsibilities Could Also Include:
  • Mentoring and/or assisting with the hands-on training of new NOC Analyst team members
  • Manage customer network access (new accounts, change in access, and account terminations)
  • Update and review server folder and share security access
  • Assist with periodic audits for PCI and security compliance by providing documentation, data, and an explanation of policies and processes needed for the analysis by the security and audit teams.
  • Assist with disaster recovery planning, set-up, and testing analysis.

Success Factors

• Ability to work require shift work outside the normal 8:00am to 5:00pm Monday-Friday business hours and share the responsibility of a rotational on-call schedule with other Network Operations Center team members. 
• Possess strong execution skills
• Possess strong analytical skills
• Possess strong organizational skills and pay attention to minor and major details
• Possess the ability to work efficiently under pressure, tactfully handle stressful and difficult technical situations, and deliver quality results within P97’s quality control standards and meet required service level agreement deadlines.

• Possess strong customer service skills
• Possess a strong sense of ownership and responsibility in your work quality towards customer support issues
• Keep abreast of emerging network technologies, related tools, and certifications related to network operations and cloud platform technology

Minimum Requirements

• AT LEAST 1 YEAR of prior experience working in a network operations center as an analyst or similar environment supporting systems, networks, or applications
• Bachelor’s degree in IT related field (preferred) or a minimum of 2 years of technical training and/or an Associate degree
• CCNA Certification (preferred)
• MCSE Certification (Preferred)
• Prior operations support experience for a technical product line
• Prior network or system administration experience -basic understanding of network LAN/WAN and Windows Server
• Experience with customer services ticketing system such as JIRA, Remedy, or ServiceNow
• Experience with network systems using TCP/IP and supporting protocols.
• Experience in an operations / production support role.
• Exposure/Experience with the following is a huge plus as these areas are an essential portion of this role including: Microsoft Azure, Microsoft Office 365, Microsoft Exchange/Exchange online, and MS SQL/Azure SQL
• Excellent facilitation (formal and technical) communication skills (oral and written) with a solid command of the English language as a portion of this role is conducted via email responses and phone conversations with clients and team members
• Experience supporting a point-of-sale or retail fueling system is a plus.