Operations Analyst

Contenido de trabajo

Reporting to the NOC Operations Manager, this highly organized, detail-oriented individual will be responsible for providing exceptional technical support to Compugen Managed Service Customers. This individual will perform regular shifts on a rotational schedule, 7x24x365, monitor and resolve IT infrastructure elements in a timely manner. The NOC Operations Analyst will be joining a highly technical, Customer focused team that provides excellent responsive and knowledgeable support to Compugen Service Desk & Operations Teams and our existing MS Customers. The timely and professional response provided by Operations Analysts contribute to a positive Customer Experience and towards Compugen’s growth.

Duties And Responsibilities

• Monitor system alarms and open Incident Tickets based on observed alarms.
• Handling escalation calls from internal Service Desk, vendors, Incident Managers, Delivery Managers and ensuring it is being triaged appropriately and warm transferred to available technical analysts.
• Assist with creating documents and liaising with different internal teams as per directions from Team Lead
• Should be flexible to work rotational shift to cover 24x7x365 shifts.
• Analyze alert’s severity and perform initial triage and then escalate to other teams if required.
• Complete complex tasks with minimal supervision.
• Analyze service incidents and problems, identify risks, provide recommendations, and implement solution within company defined SLAs.
• Follow proper escalations process based on severity of the incident/alert.
• Take ownership of assigned tasks and follow KB instructions for any standard process.
• Perform specific task with instructions.
• Analysis and proper escalation of every incident.
• Participate in process improvement discussions.
• Monitor and manage the ticket mailbox queue for the team to ensure work is delegated properly and tickets are closed in a timely manner.
• Enforce and follow Compugen ITSM policies, procedures, and best practices.
  

Qualifications & Skills

• Computer Science degree/Engineering degree or equivalent in real-world experience.
• Understanding of Windows Server 2003, 2008, 2012, VMware, Hyper-V would be an asset
• Working knowledge of Exchange, Lync/Skype for Business and BES systems would be an asset.
• Familiarity and working knowledge of monitoring tools such as ScienceLogic or Logic Monitor
• Working knowledge of ITSM tools such as Cherwell, ServiceNow, Remedy
• An understanding of UNIX and/or Linux system administration.
• Knowledge of Cloud technology, Azure environment, Systems security, and Cyber Security.
• Certifications requirement includes CCNA, ITIL, AZ-900, AZ-104.
• Ability to multitask and work under pressure in an environment of change.
• Excellent written and verbal communication skills.
• Excellent customer service skills and a strong ability to diffuse tense customer situations and project a positive, confident outlook.
• Proficiency required in MS Word, PowerPoint, Excel, OneNote & Visio.
• Understanding of ITIL practices.
• Organization skills and a strong attention to detail.
• Self-motivated and resourceful with good interpersonal skills.
• Bilingual French is preferred.
• Varying daytime, afternoon and night rotational shifts, Monday to Friday and weekends including statutory holidays. Applicable only after cross training for his dedicated client
• Frequently assigned to changing priorities.
• Access to a vehicle and ability to drive.