Service Assurance Analyst

Job Title: Service Assurance Analyst

Location: Atlanta, GA

Contract Duration: 3+ months

• Monitor and triage IT Operations infrastructure, applications, and services within the production environment.
• Maintain hardware, software, application layer, database management, network and security, and support tools to ensure integrity, performance, accessibility, and recovery of service.
• Analyze and optimize system and service monitoring.
• Respond to alerts via monitoring tools and inbound calls, assess alerts and troubleshoot issues.
• Provide support on larger, more complex projects and assignments.
• Communicate all issues promptly and accurately to appropriate stakeholders.
• Track and ensure all Service Level Agreements (SLA) are met.
• Monitor necessary components of the IT NOC, including key facility components of the Duke Drive Technology Center.
• Perform issue triage following pre‑defined operational procedures for responding to alarms.
• Collaborate with other department personnel to ensure all customers’ service needs are met.
• Collect and validate CMDB information, including escalation for corrections as needed.
• Review and provide reports on existing procedures to IT NOC, helping to identify outdated or incomplete operational procedures.
• Maintain Six Sigma level of support for problem resolution.
• Take proactive action against data network elements requiring attention, including ticket generation, escalation, and outage notifications.
• Support creation and update of documentation for procedures to support applications and services monitored by the IT NOC.
• Track, analyze and report on incidents and outage conditions.
• Assist with post‑incident review generation and post‑mortem documentation for escalated events.
• Escalate issues to on‑call SME if documentation is inadequate to resolve alerts within defined time frames.
• Develop and track metrics to identify chronic issues and issue trending.
• Support root cause analysis, patching, and code push planning as needed.
• Be available for night/weekend shift work and possible on‑call rotations.
• Travel as necessary to support business needs.
• Perform any other assigned tasks required to support success of IT NOC.
• Demonstrate initiative and determination with respect to improving operations.

• BS/BA or Associates degree in a related discipline.
• Experience in voice technology support.
• Experience in call center technology.
• Familiarity and background in troubleshooting complex voice and data systems.
• Demonstrates skill in data analysis techniques by resolving missing/incomplete information or inconsistencies/anomalies in complex research/data.

• Familiarity with Avaya Communications Manager, Remedy ticketing systems, Cisco switching and routing hardware and configurations, MS SQL Server.
• Familiarity with monitoring software including Netcool, Sitescope and others.
• Familiarity with AS‑400 GUI and interfaces.
• Familiarity with ITIL practices and methodologies.