Network Operations Center
CurrentThe principle duties include; coordinating, documenting, assessing issue symptoms, troubleshooting and resolving or escalating second tier issues with hardware, software and user service requests.Also provides and maintains documentation of related information for those issues and requests. Further duties of this occupation include the troubleshooting, maintenance and installation of workstations and peripherals as well as consultation on and recommendation of such devices.Work closely with other Service Desk representatives, selected vendors (i.e. Sentinel), and other IT support groups to insure timely and accurate resolution of client requirements.• Responsible for providing technical support and monitor day to day operations of Network Operation Center. • Monitoring the WEC Infrastructure using a variety of tools and react to resolve any alerts which may arise and ensure system uptime meet service level agreements (SLA). • Responsible for logging and resolving any network incidents ensuring that SLAs are met at all times. • Escalating any Network incidents that cannot be resolved within specified time frames to the relevant team members and work with them 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. • Take Technical Ownership of Major Incidents by – identifying, communicating, and utilizing appropriate resources to resolve the issue. • Responsible for documenting and distribution of all Major Incident Review Reports in the agreed format. • Ensure NOC operations meet support and performance metric requirements. • Monitor all outages/issues through the return to normal services. • Build strong and effective working relationships with network and application support teams.
