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A NOC Operations Analyst provides administrative support to their manager and alerts support staff if necessary. They detect notifications and conduct monitor checks to make sure that systems are running correctly. They perform tasks such as taking calls from customers and trying to resolve their queries. They escalate issues to their manager. They receive direction from senior Operations analyst and the manager responsible for the Operations.

The incumbent must have a service-oriented mentality, a high sense of ownership of the problems and requests assigned, a focus on managing and resolving issues in alignment with the SLAs, establishing and maintaining communication with technology customers to keep them updated with status of their requests, initiating and performing changes on production systems and proactively escalating any issues that cannot be resolved within the established timeframes.

Position Summary :

A NOC Operations Analyst provides administrative support to their manager and alerts support staff if necessary. They detect notifications and conduct monitor checks to make sure that systems are running correctly. They perform tasks such as taking calls from customers and trying to resolve their queries. They escalate issues to their manager. They receive direction from senior Operations analyst and the manager responsible for the Operations.

The incumbent must have a service-oriented mentality, a high sense of ownership of the problems and requests assigned, a focus on managing and resolving issues in alignment with the SLAs, establishing and maintaining communication with technology customers to keep them updated with status of their requests, initiating and performing changes on production systems and proactively escalating any issues that cannot be resolved within the established timeframes.

Primary Accountabilities : (Technical)

Change management : Able to implement changes based on requests for change. Applies change control procedures.

Community collaboration : Contributes to the work of others whilst having the ability to motivate and empower teams. Creates the right environment for teams to work in and is able to facilitate the best team makeup depending on the situation. Recognizes and deals with issues.

Incident management : Identifies and registers incidents, gathering the required information and allocating to the appropriate channel.

Ownership and initiative : Own an issue until a new owner has been found or the problem has been mitigated or resolved.

Problem management : Able to investigate problems in systems, processes and services, with an understanding of the level of a problem (e.g. strategic, tactical, operational). Can contribute to the implementation of remedies and preventative measures.

Service focus : Take inputs and establishes coherent frameworks that work.

User focus : Identify and engages with users or stakeholders to collate user needs evidence and understands and defines research which fits user needs. Able to use quantitative and qualitative data about users to turn user focus into outcomes.

Asset and configuration management : Track, log and correct information to protect assets and components.

Broad technical understanding : Aware of availability and capacity management processes.

Continual service improvement : Able to identify process optimization opportunities with guidance and contribute to the implementation of proposed solutions.

Additional Responsibilities :

Performs other duties as assigned

Complies with all policies and standards

Required Qualifications :

Bachelors of Science Degree in Computer Science, Information Technology or related field required

3+ years’ work experience in network operations center engineering

required

Or any equivalent combination of experience and training / certification that provides the required knowledge, skills, and abilities needed to complete the major responsibilities / essential functions of the position required

Proficient in Microsoft Office

Proficient in G-Suite

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

Use Hands to Handle Objects - Regularly

Reach with Hands or Arms - Regularly

Talk or Hear and Read Instructions - Regularly

Stand, Kneel, or Stoop and Lift 20 Pounds - Occasionally

View Items at a Close Range - Regularly

Rarely : Job requires this activity up to 25% of the time

Occasionally : Job requires this activity between 25% - 50% of the time

Frequently : Job requires this activity between 50% - 75% of the time

Constantly : Job requires this activity more than 75% of the time

Individual Competencies

Integrity : Able to communicate well in straight-forward situations.

Teamwork : Advanced communication skills used to lead a team.

Adaptable : Arrives at a conclusion based on previous experiences and good judgment.

Innovative : Arrives at decision using analytical thought.

Curious : Assesses circumstances using experience and a variety of information gathered.

Analytical and Critical Thinking : Communicates using persuasion and authority.

Problem Solving : Completes routine and repetitive tasks where tasks are straightforward.

Collaboration : Creates internal alliances outside the immediate team or department.

Effective Execution : Demonstrates support for innovation and organizational changes needed to improve effectiveness and efficiency.

As an Inmar Associate, you :

Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.

Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.

Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually beneficial partnerships, leverage information and achieve results.

Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.

Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.

Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

At Inmar, we put people first and that means empowering our associates to thrive at every stage of life and career. Our comprehensive and competitive benefits package is thoughtfully designed to support a wide range of lifestyles and life stages.

Eligible associates have access to :

Medical, Dental, and Vision insurance

Basic and Supplemental Life Insurance options

401(k) retirement plans with company match

Health Spending Accounts (HSA / FSA)

We also offer :

Flexible time off and 11 paid holidays

Family-building benefits, including Maternity, Adoption, and Parental Leave

Tuition Reimbursement and certification support, reflecting our commitment to lifelong learning

Wellness and Mental Health counseling services

Concierge and work / life support resources

Adoption Assistance Reimbursement

Perks and discount programs

Please note that eligibility for some benefits may depend on your job classification and length of employment. Benefits are subject to change and may be governed by specific plan or program terms.

We are an Equal Opportunity Employer, including disability / vets.

This position is not eligible for student visa sponsorship, including F-1 OPT or CPT. Candidates must have authorization to work in the U.S. without the need for employer sponsorship now or in the future.