IT Operations Center – Specialist, Level I
Role Overview:
Experience : 1-3 Years
An IT Operations Center (ITOC) Specialist monitors infrastructure, networks, and services in real-time to ensure high availability and performance. They detect anomalies, troubleshoot hardware/software, and manage incidents by documenting, prioritizing, and escalating issues. Typical duties include monitoring dashboards, handling customer impacting incidents, performing preventative maintenance, and ensuring 24/7 service uptime.
Key Responsibilities:
- Real-Time Monitoring: Utilize monitoring tools (such as N-central, Manage Engin and PRTG) to monitor Infrastructure and Application health.
- Incident Response & Management: Act as the first/second level of contact to identify, triage, document, and resolve technical issues.
- System Diagnostics: Run diagnostics, perform root cause analysis, and troubleshoot server, network, and application failures.
- Back-up Support: Ensure all nightly back-ups are complete using such tools as COVE, TSM
- Documentation & Reporting: Maintain accurate records of incidents and resolutions using the ticketing system (ServiceNow), ensuring thorough documentation for post-mortem analysis.
- Escalation & Communication: Escalate complex problems to higher-level engineering teams and notify stakeholders of service outages.
- Maintenance & Security: Implement routine maintenance, security patches, and hardware checks, adhering to established security protocols.
- Major Incident Management (MIM): Own execution of the defined MIM process, driven by a Critical Response Team, that brings together all required personnel to quickly and efficiently resolve Priority 1 and Priority 2 Incidents.
Requirements:
- High school diploma or GED required
- Associate or Bachelor's degree in Engineering, Computer Science, or a related technology field is preferred.
- Foundational understanding of network infrastructure (switches, routers, firewalls), Linux/Windows systems, and monitoring platforms is highly desired.
- Strong customer service skills with a high level of professionalism as the role will require direct customer interactions. This includes oral, written, and interpersonal communication skills.
- Previous experience in a Network Operations Center (NOC) or Data Center environment is very desirable.
- Strong analytical thinking, incident management abilities, and proficiency with troubleshooting tools. This includes excellent time management skills and attention to detail.
- Ability to work in complex situations and under pressure. A keen sense of urgency is required to be successful in this role.
- Ability to articulate technical issues to peers as well as non-technical personnel.
- Proven ability to work in both a team environment and independently.
Common Technologies
- Monitoring Tools: ManageEngine, PRTG, N-central (N-able),
- Ticketing Systems: ServiceNow, Jira
- Platforms/Technologies: Linux/Unix, Windows, Oracle Cloud Infrastructure, IBMi, OLVM VMWare, Dell vSAN, Nutanix.
