Shift timings: Rotational night shifts

We will count on you to:

Network, Security & Infrastructure L1 Support

Responsible for the operation of 24/7 global voice and data network. Identify and track faults, manage communication and ticketing systems, interface with incident management teams, and resolve issues within governed SLA time frames.
Tracks network usage capacity in both incident and planning situations. Utilizes network capacity planning tools to identify trends that impact business performance.
Responsible for network optimization activities involving identifying opportunities to reduce outage events, MTTR, and improve overall performance.
Develop work processes to identify operational practices and standards.
Provides supervisory tasks and direct job guidance to others as directed by manager.
Directs project level activities that focus on high-value improvement to network operational state and/or improve NOC efficiency.
Provide continuous and consistent management reporting on the status of issues, actions, and resolutions
Manage severity 1 incident calls and report to appropriate management and teams
Provide technical support for all systems and applications hosted in the Global Cloud Operations, ensuring all systems are managed and that all support services are meeting defined business service levels for Network, Server and Cyber Security
Maintain patching compliance to avoid risks of system outages or compromised data
Communicate ideas and information effectively via oral and written communication to globally diverse audiences
Assist with operational and infrastructure related projects related to server, network and cyber initiatives
Monitor assigned incident queues and change queues in ITSM system,
Monitor ticketing queues for regular turnover up-dates on a daily basis
Review incidents, changes and requests for updating and escalation
Adapt and adjust to changing priorities both independently and in a team
Monitor strict compliance in accordance with MMC Technical standards, policies and procedures
Provide escalation of severity 1 issues to management timely and appropriately

What you need to have:

Associate's degree in computer OR network science OR related field from an accredited college/university or equivalent combination of education, training, and experience
2-5+ years hands on experience in a network, technical infrastructure operations/cloud operation environment
Network support – Cisco, PaloAlto , Aruba, F5, Strata, ThousandEyes, Cloudgenix
Server OS support – Windows, Linux, Container Support
Data Circuit Vendor Support
Application and Load-balancer support
Firewall rule support, troubleshooting, adds, and removals (PaloAlto Support a +)
Strong process development and service delivery principles
Must have technical and hands-on experience supporting multi-platform server and application environments
Must possess exceptional communication skills both verbal and written
Knowledge of ticketing systems and monitoring applications
Knowledge of backup technologies
Experience with Change Control Ticketing (ServiceNow experience a +)
Experience with Incident Reporting and Ticketing (ServiceNow experience a +)
Demonstrated ability to work in a large global company and or complex IT environment preferred

What makes you stand out:

Understanding varied and diverse platforms and technologies Server, Network, and Cyber Security
Remote access experience working in a fast-paced cloud environment
Ability to understand server application down impact and manage all issues to resolution
Ability to understand Network down impact and manage all issues to resolution
Ability to understand Cyber Operations impact and manage all issues to resolution
Understand and follow established processes and procedures
Ability to manage/run conference calls on technical severity issues with varying levels of personnel
Understanding of incident management and escalation process
Strong process and service delivery principles

Why join our team:

We help you be your best through professional development opportunities, interesting work and supportive leaders.
We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Senior Network Operations Analyst