Company:
Tech Providers, Inc.
Location: Atlanta
Closing Date: 23/10/2024
Salary: £100 - £125 Per Annum
Hours: Full Time
Type: Permanent
Job Requirements / Description
Job Title: Service Assurance Analyst
Job Location: Atlanta, GA
Contract Duration: 3+ months
Summary:
- Responsible for monitoring and triage of IT Operations infrastructure, applications, & services within the operations production environment.
- Infrastructure includes hardware, software, application layer, database management systems, network and security, and support tools.
- Monitors and maintains production systems to ensure integrity, performance, accessibility, and recovery of service.
- Analyses and optimizes systems and services monitoring.
- Notified of alerts through monitoring tools and inbound calls and performs procedures for assessing alerts and troubleshooting issues.
- This position may also provide support on larger more complex projects/assignments.
- Ensure all issues are communicated promptly and accurately to the appropriate people.
- Monitors and tracks to ensure all Service Level Agreements (SLA) are met.
- The monitoring of all necessary components of the IT NOC including key facility components of the Duke Drive Technology Center.
- Perform issue triage by following pre-defined operational procedures for responding to alarms.
- Work together with other department personnel as a team to ensure all customers, both external and internal, have all of their service needs met.
- Collect and validate CMDB information as needed/assigned to include escalation for corrections as needed.
- Review and provide reports on existing procedures to IT NOC, helping to identify any outdated or incomplete operational procedures.
- Maintain Six Sigma level of support for problem resolution.
- Pro-active action against data network elements requiring attention, to include trouble and change ticket generation, escalation, and submission of outage notifications.
- Support the creation and update of documentation for procedures to support applications & services monitored by the IT NOC.
- Track, analyze, and report on incidents and outage conditions.
- Assistance with Post Incident Review generation and all post mortem documentation for escalated events.
- Escalate issues to on call SME if the existing documentation proves inadequate for resolving the alert within the defined timeframes (meet or exceed SLAs).
- Development and tracking of metrics to identify chronic issues, issue trending.
- Support root cause analysis, patching, and code push planning as needed.
- Must be available for night/weekend shift work, & possible on call rotations.
- Travel as necessary to support the business needs.
- Any other assigned tasks required to support the success of the IT NOC.
- Must demonstrate initiative and determination with respect to improving operations in the IT NOC.
Required Skills:
- BS/BA or Associates degree in related discipline;
- Experience in voice technology support;
- Experience in call center technology;
- Familiarity and background in troubleshooting complex voice & data systems preferred;
- Demonstrates skill in data analysis techniques by resolving missing/incomplete information or inconsistencies/anomalies in more complex research/data.
Preferred Skills:
- Familiarity with Avaya Communications Manager, Remedy ticketing systems, Cisco switching and routing hardware and configurations, MS SQL server;
- Familiarity with monitoring software including Netcool, Sitescope & others;
- Familiarity with AS-400 GUI and interfaces;
- Familiarity with ITL practices and methodologies.
Share this job
Tech Providers, Inc.