Network Operations Center (NOC) Senior Analyst NaviMedix

About NaviNet:

As America?s largest real-time healthcare communications network, it is NaviNet?s mission to advance the efficiency and quality of care by delivering health plans, providers, patients and partners the advanced solutions, services and expertise needed to streamline business processes and drive industry-leading innovation.


Position Summary:

The Network Operations Center (NOC) is NaviNet?s first line of defense against incidents (interruptions in service), and is responsible for monitoring the health transactions between NaviNet and its customers. The NOC Senior Analyst provides technical leadership to this team, applying his/her experience to ensure that systems are monitored effectively, and that incidents are detected and resolved as quickly and efficiently as possible.
The NOC Senior Analyst is responsible for Incident Management across NaviNet?s production and corporate systems and environments. The NOC Senior Analyst is a mid-level role with potential career paths to management and other senior roles within the Technical Operations and Engineering organizations.


Essential Functions (in order to be considered for this position, the individual must be able to perform essential functions listed below):

Ensures that system uptime and incident response meet service level agreements with business units and customers. Maintains metrics in support of these targets.
Develops monitoring strategies and builds new monitors as additional needs are identified.
Works independently to identify improvements to processes, workflows, standards, and tools that can be used to improve the efficiency of the NOC.
Acts as an escalation path for and mentors team of NOC analysts, applying advanced problem-solving skills to resolve incidents within the NOC where possible.
Works closely with technical support, engineers, customers, and other groups as needed to narrow investigative efforts, resolve incidents, and build repeatable processes for future incident resolution.
Effectively notifies business units of incidents impacting production and corporate systems.
Maintains and enforces maintenance of critical NOC assets, such as standards and procedures, job schedules, knowledge bases, and operational ?cookbooks.?
Reviews release plans and functionality for operational readiness.
All other duties as assigned



Additional Duties and Responsibilities (optional):

Understands, supports, and protects the mission and scope of work in the NOC.
Provide support via phone or pager on a scheduled basis as part of an on-call rotation.



Supervisory Responsibilities:

N/A

To perform this job successfully, an individual must be able to perform each essential function listed above satisfactorily. Reasonable accommodations may be made in certain circumstances to enable individuals with qualified disabilities to perform the essential functions.



Requirements:

Associate Degree in Computer Science or related field
Experience in a 24x7x365 NOC or similar setting
Familiarity with Windows and Linux operating systems
Hands-on experience with monitoring tools such as Mercury SiteScope, Empirix OneSight, Zabbix, Nagios, SNMP- and synthetic transaction-based monitoring
Hands-on experience with ticketing or service desk systems

Experience with scripting and/or programming languages



Qualifications:

Strong troubleshooting and problem-solving skills
Good oral and written communication skills
Adaptable, flexible, patient and professional even in tense or difficult situations
Ability to excel in a fast-paced, sometimes high-pressure environment
Strong attention to detail and follow-through
Must be dedicated to principles of quality customer service
Must have excellent independent problem-solving skills, and have a desire to excel as an individual and as part of a team

Location:	Boston, MA United States