Noc Operations Administrator I

7 days ago


Waterloo, Canada BlackBerry Full time

Worker Sub-Type:
Regular

**Job Description**:

- The BlackBerry Network Operations Centre (NOC) is a dynamic 24x7x365 team environment playing a core role towards the high availability of mission critical BlackBerry services.
- The NOC team:

- Actively monitors the BlackBerry Infrastructure
- Resolves any incidents which occur and ensure these are responded to promptly, professionally and within agreed Service Level Agreements.
- Proactively performs scheduled changes within specified maintenance windows ensuring the BlackBerry Infrastructure is always up to date and running at optimum efficiency.
- The NOC Team consists of Operations Managers, Shift Leads, and Operations Administrators.
- KEY RESPONSIBILITIES
- As a BlackBerry NOC Operations Administrator you will:

- Monitor the Blackberry Infrastructure using a variety of tools and react to resolve any alerts which may arise.
- Work as part of a team to log and resolve any incidents ensuring that strict Service Level Agreements are met at all times.
- Escalate any incidents that cannot be resolved within specified times frames to the relevant Operations or Engineering groups and work with them as a team until the incident is resolved.
- Document and record steps taken towards resolution of an incident and add this to the knowledge database for future referral.
- Ensure the upkeep and continuous improvement of the BlackBerry Infrastructure by performing periodic maintenance.
- Act as the first point of contact for any network related problems between the BlackBerry NOC and the carrier partner’s NOC.
- Act as the second point of contact for any customer related problems which are raised with the BlackBerry Care organization and then escalated to the BlackBerry NOC.
- Actively participate in, and suggest, projects to improve the environment
- Work a rotating 12 hour shift pattern
- ESSENTIAL SKILLS AND QUALIFICATIONS
- Post-secondary diploma in Computer Systems, Systems Administration, or a related discipline
- Relevant experience in an IT Administration or Network Operations setting
- Experience with Windows, Linux, Cloud based technologies (AWS, Azure), and Networking technology
- Good communication skills and a positive attitude are required
- Ability to troubleshoot hardware and software related issues
- Work well in a team environment
- Flexibility to work a rotating shift including overnights and weekends is mandatory
- ADDITIONAL ASSETS
- Experience with JIRA
- Experience with Incident and Change Management
- #LI-CL1

Scheduled Weekly Hours:
40



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