Operations Analyst

5 days ago

Richmond Hill, Canada Compugen Inc Full time

Reporting to the NOC Operations Manager, this highly organized, detail-oriented individual will be responsible for providing exceptional technical support to Compugen Managed Service Customers. This individual will perform regular shifts on a rotational schedule, 7x24x365, monitor and resolve IT infrastructure elements in a timely manner. The NOC Operations Analyst will be joining a highly technical, Customer focused team that provides excellent responsive and knowledgeable support to Compugen Service Desk & Operations Teams and our existing MS Customers. The timely and professional response provided by Operations Analysts contribute to a positive Customer Experience and towards Compugen’s growth.

**Duties and responsibilities**
- Monitor system alarms and open Incident Tickets based on observed alarms.
- Handling escalation calls from internal Service Desk, vendors, Incident Managers, Delivery Managers and ensuring it is being triaged appropriately and warm transferred to available technical analysts.
- Assist with creating documents and liaising with different internal teams as per directions from Team Lead
- Should be flexible to work rotational shift to cover 24x7x365 shifts.
- Analyze alert’s severity and perform initial triage and then escalate to other teams if required.
- Complete complex tasks with mínimal supervision.
- Analyze service incidents and problems, identify risks, provide recommendations, and implement solution within company defined SLAs.
- Follow proper escalations process based on severity of the incident/alert.
- Take ownership of assigned tasks and follow KB instructions for any standard process.
- Perform specific task with instructions.
- Analysis and proper escalation of every incident.
- Participate in process improvement discussions.
- Monitor and manage the ticket mailbox queue for the team to ensure work is delegated properly and tickets are closed in a timely manner.
- Enforce and follow Compugen ITSM policies, procedures, and best practices.

**Qualifications & Skills**
- Computer Science degree/Engineering degree or equivalent in real-world experience.
- Understanding of Windows Server 2003, 2008, 2012, VMware, Hyper-V would be an asset
- Working knowledge of Exchange, Lync/Skype for Business and BES systems would be an asset.
- Familiarity and working knowledge of monitoring tools such as ScienceLogic or Logic Monitor
- Working knowledge of ITSM tools such as Cherwell, ServiceNow, Remedy
- An understanding of UNIX and/or Linux system administration.
- Knowledge of Cloud technology, Azure environment, Systems security, and Cyber Security.
- Certifications requirement includes CCNA, ITIL, AZ-900, AZ-104.
- Ability to multitask and work under pressure in an environment of change.
- Excellent written and verbal communication skills.
- Excellent customer service skills and a strong ability to diffuse tense customer situations and project a positive, confident outlook.
- Proficiency required in MS Word, PowerPoint, Excel, OneNote & Visio.
- Understanding of ITIL practices.
- Organization skills and a strong attention to detail.
- Self-motivated and resourceful with good interpersonal skills.
- Bilingual French is preferred.
- Varying daytime, afternoon and night rotational shifts, Monday to Friday and weekends including statutory holidays. Applicable only after cross training for his dedicated client
- Frequently assigned to changing priorities.
- Access to a vehicle and ability to drive.

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