Netwok Operation Analyst

IT - Network Operations Analyst, Associate

Location:

Fairfield, CA (hybrid)

Type:
Contract

• Monitor network devices, interfaces and applications through intelligent devices and automated programs as directed.
• Create and track incident tickets, change requests, work orders, service requests and assignments as directed.
• Issue initial outage notification event communications as directed.
• Isolate and correlate multiple customer issues identified with alarms/alerts received to eliminate duplication of events as instructed.
• Initiate major outage communication technical bridges as requested.
• Apply fix procedures as instructed for repetitive events as instructed.
• Network/System/Application monitoring –
• Monitoring & Scheduling alarms & alerts based on “Eyes on Glass”, Initial Outage Mgmt.,
• Notifications, 7x24 hour support.
• Manage alarms and alerts received from existing monitoring programs with previously defined business rules.
• Monitor network, applications, and systems across the PGE enterprise for alarms/alerts received from incidents, unauthorized or failed changes.
• Timely implementation of predefined Playbooks, Run-books, Work Instructions or Business Rules changes as directed.
• Create/Assign incident tickets based on priority, impact and complexity to the appropriate fix agents.
• Provide feedback on alarms, Run Books, process efficacy and knowledgebase to service manage, OSS Tools and operations support as necessary.
• Escalate incidents as needed if not well-defined by Run Books or work instructions.

• HS Diploma or equivalent work experience.
• AA in Information Technology or related field or equivalent work experience desired.
• Basic knowledge of network protocols, software applications, or operating support systems desired.
• May require certification applicable to the technology being supported.
• 1 year experience in telecommunication, internet, or network operation center environments desired.
• Previous experience working in ticket management systems/ applications (i.e., SMC Remedy), monitoring network devices or software operating systems desired.

• Qualitative and quantitative analytic & problem solving skills,
• Ability to learn new concepts quickly,
• Organizational skills,
• Advanced verbal and written communication skills,
• Proficient in Microsoft Excel and Word,
• Is able to work independently or as part of a team,
• Has novice/ basic knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Gas, Electric, Telecom Network, TCP/ IP),
• Adheres to Work Instructions and/or processes as defined in Run Books and Playbooks,
• Applies technical skills to resolve incidents of well-defined scope as specified by procedural guidelines.
• Must be available to work a varied shift schedule in a 7 X 24 hour operations center environment.
• May require some local traveling for training, meeting, etc.
• Able to support shift schedules as required to meet business needs.

network, operations, tcp, devices