PDDN INC
Fremont, CA
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Job Description :
Role : NOC Analyst
Location : Providence, RI
Emp Type : Permanent Job
Interview : Phone/Skype


24x7x365 monitoring and managing of infrastructure services.
Monitor and support batch processing, backup schedules, and ad-hoc processes (avg. 4K scheduled/day)
Tier 1 support, troubleshooting and triage of Nagios alerts, batch schedules, and additional environmental systems monitored by the Command Center
Manage escalations to Tier 2 & 3 support as required
report and trend frequent or major issues related to applications or infrastructure based on standard industry KPIs
Develop, implement, and enhance operational support standards and procedures for current and future systems.
Provide support for Service Desk: phone calls, e-mail tickets, and incidents during off-business hours’ coverage.
Additional activities (may include)
Password Resets
VPN Troubleshooting
Troubleshooting and triage of Service Desk incidents
Resolving requests & incidents
Managing major incidents and major incident process
Sending out Major incident notifications
Serve as central point of contact and manage process and timeline for incidents and problems
Coordination of backup tape transfers/recalls from offsite vendor.
Provide input and recommendations for operational improvements to processesbased on COE, customer experience and industry best practices
Support monthly test & production patching of Windows and Linux servers (approx. 1500)
Perform patch verification and remediation on servers
Perform post patch and downtime verifications
Data Center Support
Provide physical access for vendors
Provide onsite support of data center infrastructure (reboots, etc)
Escalate environmental alerts (HVAC, power, etc) for data center
Create pertinent support documentation to assist Command Center staff
Work with Hasbro IT to gather proper direction
Minimum 1-2 years experience working in a medium or large enterprise with hands on experience with:
•
Tidal Enterprise Scheduler (or other similar batch scheduling application)
SAP or similar ERP triage
Basic Windows server and workstation troubleshooting
Basic MAC workstation troubleshooting
Basic UNIX/LINUX navigation
Basic knowledge of enterprise Network infrastructure
Troubleshooting windows server alerts
Application monitoring alerts
Understanding of correlation of incidents to a single event
A+ and Network + certifications highly desired
Candidates for this position must:
Have a basic understanding of Incident Management (both non-critical and critical), as well as Problem Management
Hands on experience troubleshooting windows workstations and servers
Mac troubleshooting highly desired
Hands on experience supporting a medium or large enterprise in a Network Operations Center and/or computer operator capacity
Troubleshooting common issues such as local and remote connectivity to the network
Monitoring network circuits
Monitoring backups
Have outstanding communication (written, verbal and comprehension) skills
Willingness to collaborate and share ideas and suggestions
Be self-driven to succeed. Not afraid to ask questions and quick learning curve
Responsible, personable and above average team player
Be open to learn from current SME’s but also be able to mentor/share their knowledge and experiences with others in the team
Have experience in creating documentation for Standard Operating Procedures (SOPs)


Client : PDDN INC.
             

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