Network Operations Center Analyst III

The Network Operations Center (NOC) Analyst III will provide support for technology related monitoring and engagement in incident management, resolution and coordination of escalated issues where communication with Leadership is essential, and documenting Root-Cause-Analysis for further review. Responsibilities include initial assessment, triage, research, and resolution of monitoring incidents regarding the use of application software products and/or infrastructure components. The NOC Analyst III is responsible for collecting information through monitoring tools, supporting resources, and environment awareness. The NOC Analyst III will also be responsible for mentoring, supporting, and training other team members. Acting as the Subject Matter Expert, the NOC Analyst III will work with the NOC Admin III on the more complex issues while communicating with the NOC Manager during Major Incident Calls. Incidents beyond the scope of their ability or responsibility are resolved by engaging, in a timely manner, other services or escalation to the proper IT team.

Essential Responsibilities

Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.

• Monitor network performance and availability using monitoring tools.

• Provide Root-Cause-Analysis documentation for all events.

• Process Firewall requests and commit changes via Panorama

• Provide Data Center Operations services in support of Systems and Network Engineering staff

• Provide hands-on technical support related to the overall health and maintenance of the organization's multiple Tier 2 and Tier 3 environments

• Supporting and optimizing key functional areas, particularly in the support of network and systems infrastructure and data center operability

• Schedule and direct activities to resolve hardware, routing, and software problems in a timely and accurate fashion

• Take direction from NOC Manager

• Create and provide reports and metrics of the systems and networks surrounding Incident Management, Problem Management and Monitoring Response

• Review logs to determine health of network, security breaches, mail delivery status, back-up and restore successes/failures and determining corrective actions to rectify failures and inconsistencies

• Interaction with vendors and key relationships as necessary such as TierPoint, Cisco, and Cox

• Respond to alerts and incidents promptly according to established procedures.

• Perform initial troubleshooting and resolution of network issues.

• Maintain and administer network devices (routers, switches, firewalls).

• Configure and maintain monitoring tools and systems.

• Implement network changes and upgrades as required.

• Maintain accurate network documentation and diagrams.

• Generate reports on network performance and incidents.

• Escalate complex issues to appropriate teams or senior personnel.

• Collaborate with network engineers, system administrators, and support teams to resolve issues efficiently.

• Provide timely updates and communicate effectively with stakeholders during incidents.

• Adhere to Code of Conduct and Mission and Value Statements

• On-site support is required

General Responsibilities

• Performs other duties as assigned.

Minimum Qualifications

Education Requirements

• Bachelor's degree required.

Experience Requirements:

• 5 or more years of experience in an IT support role required.

• Network/Systems/Security experience preferred. Healthcare experience preferred.

License/Certification/Registration Requirements:

• Cisco Certified Network Associate (CCNA) or IT Infrastructure Library Foundation (ITIL 4.0) certification required within 12 months of hire.

Knowledge/Skills/Abilities Required:

• Demonstrates ability to understand Corporate, Division, and Facility specific applications, technology, and terminology

• Strong analytical skills, Ability to solve problems

• Competency in MS Office Suite and ticketing systems such as ServiceNow

• Understanding of multiple data centers and towers

• Expertise with multiple levels, types, and environments of monitoring

• Knowledge of tools integration and automation

• Knowledge with Operational Systems (OS's), browsers, commands and computer language tools

• Knowledge in M365

• Familiarity with Avaya and Cisco (CSM)

• Network and Security background

• Experience working in hospital/ambulatory environments

• Prioritization of patient safety at all times

• Strong communication skills with Management

• Adherence to technology and security standards

• Ensure network is in a constant operational status

• Thorough understanding of IP Networks, including VLANs

• Firewalls, switches, routers and other network equipment (Cisco, etc.)

• VPN, Load Balancer, Web Application Firewall

• Window, Unix, Linux and ESX server administration

• Web Server concepts and administration

• Virtualization, Back-up Procedures, Disaster Recovery, and High Availability using industry standards

• Active Directory, DHCP, DNS, Group Policy

• Clustering, Load Balancing

• Anti-Malware and Cybersecurity concepts

• Familiarity with a wide selection of server, storage, and data center hardware

• Understanding of Server operating systems including Windows and Linux

• Security and HIPAA compliance in a complex healthcare environment

• Maintain absolute confidentiality of sensitive files, data and materials accessed, discussed, or observed