Sr Analyst, NOC

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD. We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived. We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.  The Network Administrators are responsible for monitoring of client infrastructure with provided tools, incident management including triage, response and escalation of incidents based on severity, service request management and change management for Managed Services customers.

Key Responsibilities

Monitor customer network and IT infrastructure Incident management via ITIL based ITSM (ServiceNow) Answer phone calls from select client contacts to open new or check status of existing incidents Performs troubleshooting of a network related alerts/incidents and escalate to appropriate teams as needed Performs troubleshooting of a variety of other infrastructure platform issues, such as but not limited to: Server – Windows/Unix/Linux Backup/Replication Cloud Exchange/O365 server issues Performs troubleshooting with carriers and 3rd party vendors regarding network hardware and circuit issues Utilizes a variety of system and event management tools and procedures to respond and resolve internal and external customer issues Performs analysis of event management system alerts to ensure devices are tuned properly 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. 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) Communicates frequently with Client team(s), engineers/architects, Team Leads, and hardware/software vendors during incident resolution Create and maintain system and process documentation in appropriate knowledgebase. 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. Assist with cross training of other NOC team members as needed.

Skills Required

At least 5+ years of operational experience in multiple technologies, including all the following: Networking technologies including (but not limited to) Firewalls, Routers, switches and wireless technologies; Cisco and/or Palo Alto preferred. Experience with general technologies such as servers, storage, virtualization and cloud Proficient use of all Microsoft Office applications Experience working with an ITIL based ticketing system tool – ServiceNow helpful Experience with at least one IT observability/monitoring tool or technology (Elastic, LogicMonitor, Solar Winds, etc) Experience with Elastic observability strongly preferred

Certifications

One of the following certifications is preferred: Elastic Observability (ECOE) Logic Monitor Certified Associate (LMCA) Microsoft Certified Solutions Expert (MCSE) Microsoft Certified Professional (MCP) Red Hat Certified System Administrator (RHCSA) Linux Certified Administrator (LCA) Cisco Certified Associate (CCNA) Why AHEAD: Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.USA Employment Benefits include:  - Medical, Dental, and Vision Insurance - 401(k) - Paid company holidays - Paid time off - Paid parental and caregiver leave - Plus more See benefits for additional details. The compensation range indicated in this posting reflects the On-Target Earnings (“OTE”) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate’s relevant experience, qualifications, and geographic location.

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