IT End User Services Analyst

3 days ago

Pune, Maharashtra, India Vertiv Full time US$ 90,000 - US$ 1,20,000 per year

Job Summary

The NOC Engineer is responsible for monitoring, maintaining, and troubleshooting network systems to ensure optimal performance. The role requires swift identification and resolution of issues, proactive monitoring, and coordination with various IT teams to maintain efficient network operations. This position involves managing major incidents, supporting escalations, and contributing to continuous improvement of network infrastructure.

Responsibilities

  • Monitor and analyze network performance, system alerts, and resolve connectivity issues.
  • Perform routine maintenance tasks, system updates, and backups.
  • Diagnose, troubleshoot, and resolve network problems, escalating complex issues when necessary.
  • Document network configurations, troubleshooting steps, and incident resolution processes.
  • Provide technical support to end-users, internal IT teams, and external stakeholders.
  • Escalate unresolved network issues to senior engineers or relevant IT departments.
  • Monitor SolarWinds for Vertiv hardware, including routers, switches, servers, and VOIP systems.
  • Manage incident tickets related to Vertiv hardware and VOIP systems, collaborating with service providers.
  • Oversee backup processes, including NetVault backup monitoring and verification.
  • Monitor major incidents, determine severity (P1 or P2), and take appropriate action.
  • Facilitate bridge calls with relevant teams for timely resolution of P1 or P2 incidents.
  • Communicate effectively with impacted users and stakeholders during major incidents.
  • Gather root cause analysis (RCA) information from support teams for problem records.
  • Assist in the creation and maintenance of runbooks and operational documentation.
  • Participate in network upgrade and enhancement projects.
  • Ensure adherence to ITIL best practices in incident, problem, and change management.

     

Education, Training and Skills

  • Minimum of 2 years of IT experience in an IT Service Desk or NOC-related role.
  • Strong understanding of incident, problem, and change management processes.
  • Working knowledge of network infrastructure (routers, switches, firewalls, etc.) and network monitoring tools like SolarWinds.
  • Experience with VOIP technologies and backup systems like NetVault.
  • Solid troubleshooting and problem-solving skills with the ability to handle complex network issues.
  • Ability to quickly identify and address network performance bottlenecks and failures.
  • Good verbal and written communication skills, capable of translating technical information into business impact.
  • Proficiency in creating and maintaining documentation, including runbooks, network diagrams, and incident reports.
  • Ability to work in a fast-paced environment, handle multiple priorities, and manage stress during critical situations.
  • Familiarity with major incident management processes and coordination of bridge calls.

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