IT Operations Analyst II
1 week ago
Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits.
Avaya contact center and communications solutions help power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there's no limit to the experiences Avaya customers can create.
The richness of Avaya's global team diversity is our greatest strength, and we are committed to being a workplace where authenticity and individuality are celebrated and different perspectives are embraced. Learn more at
Job InformationJob Code:
Job Family: Information Technology
Job Function: IT Operations
Short DescriptionSr. ITOC Engineer will be part of the 24*7 operating IT Operations Center (ITOC).The IT Operations Center (ITOC) is designed to monitor and manage all IT components and services at Avaya sites throughout the world (24*7*365). These components include WAN, LAN, Servers, Business Critical Applications and Services, Voice and Data Network etc
- Job Responsibilities
Continuous tracking and management of all monitoring incidents generated from Various devices, Operating Systems, Applications, WAN/ LAN/ WI FI, Storage/Database, VM ware etc. and proactively work on it to resolve it.
- Drive the creation of knowledge articles (solutions, scripts) for use in proactive resolution of IT issues.
- To meet agreed SLA's in relation to Incidents assigned to own groups and drive faster resolution through effective coordination with several resolver teams.
- Extensively Coordinate and drive resolution of all major (Priority 1 and 2) outages/incidents.
- Hosting Bridge calls in order to get respective resolver teams on one call to restore the services asap.
- Partner with the service provider by availing them of ITOC data and services to aid in problem resolution.
- Data analysis to determine focus area for 1) gaining knowledge for break/fix solutions, 2) driving monitoring script changes (e.g., false positives), etc...
Must have:
- 6 - 8 years or more of similar experience.
- Excellent written and verbal communication skills.
- Willingness to work in 24*7 rotational shifts.
- Good knowledge of both Windows and Unix operating systems.
- Good knowledge of Networking concepts.
- Good understanding of ITIL Service Operations processes such as Incident Management, Event Management, and Problem Management.
- ITIL V3 / V4 Foundation level certification.
- Preferred:
- A background in Server/Network Operations.
- Prior hands on experience in IT support and operations.
- Experience working proactive monitoring/event management and ITSM tools like HPSM, BSM, NNMI, PRTG, Solarwinds, Service Now etc.
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