Site Reliability Engineer/NOC

Itron is innovating new ways for utilities and cities to manage energy and water. We create a more resourceful world to protect essential resources for today and tomorrow. Join us.

Itron is looking for a skilled engineer to apply company policies and resolve issues through effective communication. The role involves collaborative problem-solving on limited-scope projects, analyzing various factors, and maintaining productive internal relationships. Guidance is provided for routine tasks and new assignments.

Roles & Responsibilities

• Contribute to the NOC on various shifts to support 24/7 operations, including support a call-out rotation as needed to ensure customer needs are met

• Monitor all production networks, servers, applications and services

• Respond to alerts/alarms according to standard operating procedures, including escalations from Customer Service (Tier 1 & 2) or Customer NOCs

• Track and document all issues in a ticketing system

• Help define and document operations Methods & Procedures (M&Ps) for the Network Operations department

• Implement and strictly follow change management procedures and systems

• Support managing and maintaining the ITRON Monitoring Systems (these report on the status and performance of monitored components e.g. Tools, devices, network, servers, DBs, OS, services etc.)

• Collaborate with third party suppliers, as needed from escalation through to resolution

• Participate in server and network builds and installs as well as application upgrades

• Assist with the development of business processes and systems to establish and measure Key Performance Indicators (KPI) which will be used in customer Service Level Agreements (SLA). Systems would include a Network Management System (NMS), Trouble Ticket System (TTS) and Change Management System (CMS)

• Capable of multi-tasking, good time management and prioritization of workload

• Able to produce high-output (i.e. 20+ tickets a day) and attention to detail

Required Skills and Experience

• Experience with UNIX/ Linux -based operating systems, Virtual deployments (VMWare) and scripting capabilities

• Excellent analytical, problem-solving and technical troubleshooting skills.

• Strong verbal and written communication skills; ability to remain composed and professional in stressful, high-pressure situations

• Understanding of ITIL and Service Management concepts

• Highly motivated, self-starter with a positive attitude and strong initiative to face the challenges of a very fast-paced, high-energy, yet sometimes stressful, customer-focused operations organization.

• Schedule flexibility with ability to work non-standard business hours and shifts and be included in regular rotation of an off-hour's pager or occasional shift coverage for holidays or other staffing reasons (vacation, sick, etc.).

Preferred Skills and Experience

• Familiarity of smart grid and electrical utilities

• Solid understanding and practical use of TCP/IP and related Internet protocols

• Network troubleshooting and analysis. Experience working on Cisco router/switch/firewall platforms; CCNA/CCNP

• Experience with wireless/RF networking technologies

Education

Bachelor's degree in related field or equivalent experience. Degree preference in computer science, information systems, electrical engineering, or a related field. Qualifying experience and/or technical certification (e.g. CCNA/CCNP, RHCT, etc.) may substitute for the required education.

Physical Demands

This is a typical office job, with no special physical requirements or unusual work environment.

#LI-MC3

Itron is committed to building an inclusive and diverse workforce and providing an authentic workplace experience for all employees. If you are excited about this role but your past experiences don't perfectly align with every requirement, we encourage you to apply anyway. In the end, you may be just who we are looking for!

The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills and experience.

Itron is proud to be an Equal Opportunity, Affirmative Action Employer. If you require an accommodation to apply, please contact a recruiting representative at 1-800-635-5461 or email Accessibility@itron.com.

Itron enables utilities and cities to safely, securely and reliably deliver critical infrastructure solutions. We provide smart networks, software, services, meters, and sensors to better manage electricity, gas, water and city services. We are dedicated to creating a more resourceful world.