Network Operations Center (NOC) Specialist Mindbody
The Network Operations Center Specialist performs Tier I/II troubleshooting in the Network Operations Center as a trained operator using established policies and procedures to accomplish recurring tasks and respond swiftly to outages within the production SaaS environment. This person shall be energetic, customer service oriented, and technically talented to provide support in a 24x7x365 dynamic and fast-paced environment.
The position is shift work, and will include nights, weekends, and/or graveyards shifts. It may also include periods of required on-call duty for 1 or more weeks at a time, requiring immediate response, day or night.
Essential Duties and Responsibilities
Monitors and manages all production systems and services, taking steps to improve performance, reliability or uptime as directed and per established policies and procedures. Analyzes trend data in order to take preemptive actions to prevent outages from occurring and allocated physical and virtual resources as necessary.
Solves problems using established decision making trees, utilizing monitoring systems to respond to alarms or conditions that may require action to avoid impact to the customer's experience.
Performs general system administration duties including OS patching and upgrades, batch job monitoring, system and hardware diagnostics, and other activities to ensure optimal health and performance of all systems as required.
Acts as a first responder to all alerts and problem reports while managing communications between departments and handling crisis documentation and dissemination after the fact.
Monitors appropriate Service Level Agreements in order to notify management when they are in danger of being breached, and recommending appropriate action to take to prevent violations. Escalates critical incidents to senior level staff for resolution.
Assists senior level staff with operational tasks as needed, such as performing data backups and data restores, user account management, and software installation and configuration. Ensures technology and regulatory standards are implemented by maintaining records on repairs, downtime, changes, and updates.
Participates in operational health reviews, service monitoring and notification discussions, service portfolio reviews, and ongoing process improvement assignments as needed.
Provides excellent customer service to internal clients and communicates effectively with management, team leaders, and other team members within the department.
Intermediate knowledge of Windows platforms
General knowledge of virtualized computing concepts and operation
General knowledge of networking theory and infrastructure
Perform under pressure within a time sensitive environment while managing multiple tasks simultaneously
Creative problem solving skills with strong quantitative, analytical, and conceptual thinking skills
An affinity for providing exceptional customer service
Excellent communication (both oral and written), documentation, and interpersonal skills
Must be able to lift over 40 lbs.
Read a 15' monitor screen at resolutions of 1280 x 1024
Able and willing to work evening, night, and weekend shifts
Education and/or Experience
3+ years experience as an administrator or technician in a mission-critical environment required
Previous Network Operations Center experience strongly preferred
High school diploma and/or GED equivalent required
AA or BS in Computer Science or related field preferred
Desktop Administration, Networking or ITIL certifications preferred
This is a full-time, on-site role at our Headquarters in San Luis Obispo, CA. Requires on-site interview at Headquarters office. No interview or relocation cost coverage available.
||San Luis Obispo, CA |