NOC Analyst

Connex Telecommunications Inc., 44 East Beaver Creek Road, Unit 16, Richmond Hill, Ontario, Canada ● Virtual Req #36

Monday, November 6, 2023

Location: New Brunswick

An NOC Analyst is responsible for providing operational support of the various application infrastructure Connex supports but not limited to Avaya, Verint and Genesys Platforms. This includes incident management and support of all components associated with these environments.

• Manage day to day deliverables during the shift, under the overall direction of the NOC Shift Leader. The primary accountability of this position is to ensure that all work deliverables during the shift are efficiently managed with strong delivery and prompt escalations to the Shift Lead/Manager positions as needed. Engage other teams or escalate to L2/L3 teams as necessary. Smooth takeover of work as well as well documented and smooth hand over is part of the accountability.
• Provide strong technical support while ensuring that NOC processes and procedures are followed properly by the team that they are the part of. This includes proper use of automation, following proper remediation procedures, high quality ticket and vendor issue updates, handover documentation, etc.
• Collaborate strongly with the Shift leader to manage the queue, work intake as well as delivery.
• Engage in high priority incidents (P2's) or incident calls and provide support as needed
• Ensure work being taken over is followed up promptly while providing proper handover to the next shift as well as to the Shift Leader.
• Support the incident, change and problem management processes.
• Manage incident queue and effectively prioritize and triage incidents based on critical devices and shared services.
• Help develop team members, provide effective feedback and recognition when needed.
• Help assess training needs, process gaps and improvement suggestions, automation opportunities and effectively communicate upwards to the Shift leader and Manager as required.
• Assess impact and potential impact/risk and report to the shift leader/Manager very promptly when significant issues occur.
• Escalations with internal Connex teams and 3rd party vendors.
• Manage chronic, repeat and aging incidents with proper internal/external escalations.
• Create MoPs and how-to docs for better support and training of new and junior team members. Also, peer review such documentation created by other team members and provide suggestions for improvement.
• Explore new automation opportunities for any repeated tasks to reduce human touch.
• Report on any challenges with internal processes, gaps, or any challenges with vendors and telcos.
• Other duties as required.

Schedule
Rotating 8-hour shift schedule (7 days a week/24 hours a day)

Other Qualifications / Skills / Experience
The successful candidate must possess the following:

• Strong team player, self-motivated, highly organized and able to multi-task in a fast paced, dynamic environment.
• Strong communication skills, both verbal and written, are essential in order to interact with support groups, clients and vendors.
• Experience and a sound understanding of network environments (TCP/IP, Cisco routers/switches, Firewall, Load Balancers, WiFi) including an excellent understanding of telecommunications concepts and Telco connectivity.
• Sound foundation of monitoring tools which include Tivoli ITNM, Vitalnet, QIP, Netscout and Riverbed.
• Sound second level problem determination and problem source identification skills with regards to the various network technologies utilized within Connex globally.

Specific Educational Requirements / Accreditations

• General telecommunication or contact center knowledge is nice to have
• Knowledge of Avaya and Genesys preferred
• Connex Telecommunications Inc., 44 East Beaver Creek Road, Unit 16, Richmond Hill, Ontario, Canada