NOC Analyst Demand Media

NOC Analyst
IT | Kirkland, WA, United States
Responsibilities:
Monitoring/Troubleshooting/Escalating

Continual observation of Demand Media's monitoring systems. Effectively respond to enterprise alerts from all platforms by following documented procedures that instruct troubleshooting, resolution or escalation steps.
Responsible for meeting SLA's (Service Level Agreements) and OLA's (Operational Level Agreements).
Effectively document alert, impact and action taken in the respective enterprise ticketing system.
Work independently to identify system, application, hardware, or network problems. Take corrective action when needed and refer more complex issues to higher level support groups using established escalation procedures.
Effectively notify Business Units and IT Management of Production impacting incidents.
Possess technical skills and knowledge; be able to apply those skills to business impacting problems.

Process

Maintain Production Operations documentation and procedures.
Suggests changes and improvements to standards, procedures, and other work tools and creates new procedure documentation as needed.
Ensure all documented processes, procedures, and SLA's are adhered to.
Update and maintain operator activity/turnover/run logs and responsible ticketing queue.
Maintain maintenance calendar
Perform and document end of shift processes for daily review.
Follow established procedures for tickets queued in Enterprise Ticketing System. Complete tasks required to maintain service levels and availability.
Responsible for maintaining Data Center standards and Disaster Recovery procedures during Disaster Recovery Events
Enforce system and data access policies.
Responsible as a team to ensure system uptime and incident response; allows IT to meet or exceed service levels negotiated with the various business units.

Teamwork

Work closely with internal support groups and external vendors to identify, resolve, or coordinate the resolution of Network, System, and Application related problems and issues.
Work effectively and professionally with other team members; be able to learn from and share knowledge with others.
Maintain regular and consistent attendance and punctuality.

Requirements:

2 years working in a 7x24x365 Operations Center (NOC/SOC) preferred.
2 years practical/professional W2k/2003/2008 server experience preferred.
1 year practical/professional Linux or UNIX server experience preferred.
Understanding of current web facing technologies; specifically e-mail (SMTP, POP3, IMAP), web servers (IIS, Apache), and DNS.
Independent problem solver with proven technical problem solving experience.
Experience with network, application and system troubleshooting, monitoring tools, and responding to alarm conditions, and escalation processes and procedures.
Ability to independently multi-task, prioritize and resolve urgent issues.
Process-oriented with high attention to detail.
Ability to triage a problem quickly and provide on-call engineers critical information in a clear, concise and quick manner.
Excellent written and verbal communication skills.
Excellent interpersonal skills with the ability to interact professionally with all levels within the organization.
Maintain high degree of self-motivation and independent decision making.

We are an equal opportunity employer M/F.

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Location:	Kirkland Italy

Demand Media

Investors: Oak Investment Partners
All Jobs: at Demand Media

Web Site:	www.demandmedia.com
Headquarters:	1333 Second Street Suite 100 Santa Monica, CA 90401 United States
Industry:	IT Services