Network Operations Analyst
2 weeks ago
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
Engage with wider operational teams like EES/OCG and other support areas on an ongoing basis
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 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
Network Operations Analyst - Mandatory Skills
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 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
Strong understanding of Switching and Routing - Cisco Catalyst/Nexus Switches, SDWAN (Cisco/Viptela/Aruba Silverpeak), DMVPN
Proficient in executing diagnostic techniques with a sound foundation of monitoring tools which include SevOne, VitalQIP, ExtraHop, ThousandEyes
Sound second level problem determination and problem source identification skills with regards to the various network technologies utilized within bank globally
Technology Degree/Diploma or equivalent work experience
CCNA certified with minimum of 5 years' work experience in Network Operations/Production environment
CCNP certified with minimum of 3 years' work experience in Network Operations/Production environment
Network Operations Analyst- Preferred Skills
Hands-on experience with Cisco ACI, Palo Alto Firewalls, F5 Load balancers, Aruba or Cisco WiFi, VMware NSX is a definite asset
CCDP and ITIL certifications are a definite asset to this position
Network Operations Analyst - Assignment Start Date ASAP - 12 months to start Network Operations Analyst - Assignment Location Toronto, ON - Work Onsite
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