Network Operator

Description

The Mission Assurance Center (MAC) Operator serves as a frontline operational resource within Technology Operations. This position provides real time monitoring, observability, incident coordination, and operational support for enterprise technology services across corporate, field, application, and other business or technical environments. The role monitors dashboards, tools, events, and alerts to help identify potential service issues and maintain situational awareness of the technology environment.

The MAC Operator acts as a daytime escalation point for support calls, helps initiate incident response calls when service impacting issues require coordinated response, executes approved operational playbooks, assists with configuration and asset accuracy, and supports inventory management activities. This role partners closely with Technology Operations, Application Support, business stakeholders, and other technical teams to strengthen observability practices, improve documentation, and support reliable service delivery.

Reside in the Mission Assurance Center and monitor enterprise technology environments using dashboards, monitoring platforms, event management tools, and automated alerts. Proactively identify, investigate, and respond to system, network, application, infrastructure, and service issues. Maintain awareness of the overall health and availability of technology services across corporate, field, application, and other business or technical environments. Document incidents, operational events, service interruptions, and related actions in the appropriate service management system.

Operational Support and Escalation Act as an escalation point for daytime support calls from corporate, field, application, and other business or technical environments. Start incident response calls when service impacting issues require coordinated response across support teams and stakeholders. Perform initial triage, gather relevant details, and coordinate routing or escalation to the appropriate Technology Operations, Application Support, or technical support team.

Provide timely operational updates during service impacting events, outages, and maintenance activities. Support incident coordination by tracking actions, next steps, and communication needs. Playbook Execution and Continuous Improvement Execute approved playbooks and standard operating procedures for support remediation tasks. Perform predefined validation, recovery, maintenance, and operational checks in accordance with documented procedures. Work with Network, System, Application Support, and other technical teams to develop, review, and improve operational playbooks.

Identify opportunities to improve runbooks, documentation, handoffs, and operational readiness. Configuration and Asset Accuracy Assist with Configuration Management Database reviews and updates to help ensure ownership, relationship, location, and service data remains accurate and current. Support periodic reviews of infrastructure, application, and service records to improve data quality and operational visibility. Document gaps or inconsistencies and coordinate follow up with the appropriate technical teams.

Inventory and Stockroom Support Assist with inventory management for Systems and Network teams across site stockrooms and designated storage areas. Support receiving, organizing, auditing, and tracking of technology equipment and spare assets. Help maintain accurate inventory records and assist with lifecycle management activities as directed. Coordinate with technical teams to help ensure critical spare equipment and supplies are available when needed.

Service Management and Compliance Follow established Incident, Problem, Change, Knowledge, and Request Management processes. Maintain accurate tickets, documentation, operational notes, and status updates. Demonstrate compliance with company policies, procedures, standards, and applicable laws and regulations. Perform other duties as assigned.

Skills

Network connectivity, Lan/wan, Network operations, Network operations center, Troubleshooting

Top Skills Details

Network connectivity,Lan/wan,Network…