NOC Analyst 2nd Line

Job Description

NOC Analyst 2nd Line

Icomera is a leading global innovator in connectivity solutions within the transportation sector. We are at the forefront of transforming public transport, making it smarter, safer, greener, and more connected than ever before. At Icomera you work with products used by many users around the world, including passengers on some of the world's largest train and bus operators.

Ready to take on your next challenge as a NOC Analyst 2nd Line?

Job type

This is a 12-month fixed-term contract.

Workplace conditions

We offer a hybrid working model.

Location

The position is based in our office in Chatham, England, UK.

As a NOC Analyst 2nd Line, you will be responsible for advanced technical troubleshooting and resolving issues escalated from the 1st Line Support team. You will also carry out ad-hoc remote commissioning of various Icomera solutions, ensuring high service availability and performance across our network. This role plays a key part in maintaining the reliability of our services and supporting our clients across the transport industry.

This role is authorised to:

• Restart onboard equipment while in service, subject to customer SLA agreements.
• Make decisions regarding incident management.
• Perform remote commissioning, software upgrades, and other configuration changes.
• Initiate the major incident process when necessary.

• Triage and prioritize issues escalated from the 1st Line team in a timely manner.
• Perform advanced technical troubleshooting to identify root causes and appropriate resolution paths; provide constructive feedback to the 1st Line team on any issues that should not have been escalated.
• Carry out repetitive remote commissioning, software upgrades, or other configuration/change activities as directed by the Project Engineering or other relevant teams.
• Identify isolated issues that could be indicative of a more significant cause and initiate the major incident process if necessary.
• Maintain the knowledge base for customer specific solutions, including recording fixes that could be applied by the 1st Line team for issues that could be addressed without 1st line escalation in future.
• Keep relevant asset register details up to date in the event of work carried out that alters the register (e.g., helping to commission a replacement piece of hardware).
• Provide feedback to the Project Engineering team or other stakeholders when documentation is missing or a solution appears suboptimal.
• Participate in the creation and review of new troubleshooting instructions and support the implementation and monitoring of the service delivery plan; elevate when unable to troubleshoot a new service or customer issue due to insufficient knowledge.
• Be informed and involved during service transitions to ensure continuity and readiness.

Generic competencies:

• Working with People
  :
  Shows respect for the views and contributions of other team members; shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.
• Delivering Results and Meeting Customer Expectations
  :
  
  A) Focuses on customer needs and satisfaction
  
  B) Sets high standards for quality and quantity
  
  C) Monitors and maintains quality and productivity
  
  D) Works in a systematic, methodical and orderly way
  
  E) Consistently achieves goals.
• Adapting and responding to change
  :
  
  A) Adapts to changing circumstances
  
  B) Accepts new ideas and change initiatives
  
  C) Adapts interpersonal style to suit different people or situations
  
  D) Shows respect and sensitivity towards cultural and religious differences
  
  E) Deals with ambiguity, making positive use of the opportunities it presents

• Relating and Networking
  :
  Easily establishes good relationships with customers and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others.
• Writing and reporting
  . Writes convincingly; writes clearly, succinctly and correctly; avoids the unnecessary use of jargon…