IT - Network Analyst IV - 55761

Position Title: Senior IT Operations Analyst within Network Operations group

# of positions: 1

Start Date: ASAP

Duration: 1 year

Extension possible: yes

Conversion Possible: yes

Schedule: Schedule (100% onsite role)

Rotating 12-hour shift schedule (7 days a week/24 hours a day) i.e. 2 shifts (7am-7pm ET) & (7pm-7am ET). Candidate must be available to do both shifts as per rotation/shift schedule.

Rotation Schedule: yes

Interview Process: 2 round

Work Location (Remote, Hybrid or Both?): Onsite - Progress Avenue

Travel Required: no

CANDIDATE PROFILE DETAILS:

Degree/Certifications Required:

• Technology Degree/Diploma or equivalent work experience.

• CCNP certified with a minimum of 8 years work experience in Network Operations/Production environment, or

• CCIE certified with a minimum of 7 years work experience in Network Operations/Production environment.

Best Vs Average Candidate: Deep and thorough knowledge of CISCO products, hands on troubleshooting experience.

Department Overview

Operations Support Group (Network Operations) is a 7/24 Service Availability (Dual Site Coverage) department responsible for providing frontline support of bank's network environment. The primary focus of the team is reacting to any/all anomalies that are presented through a variety of monitoring tools for the Bank’s mission critical network. We are looking for self-motivated and focused individuals who enjoy a fast-paced environment requiring attention to detail.

Job Description/Accountabilities

Accountabilities will include, but not limited to, following:

• Manage day to day deliverables during the shift, under the overall direction of the NOC Manager (local at Toronto or at Singapore, depending upon shift timings). The primary accountability of this position is to ensure that all work deliverables during the shift are efficiently managed with strong delivery and prompt escalations to the manager positions as needed. Engage other teams or escalate to L2/L3 teams as necessary. Smooth takeover of work as well as well documented and smooth hand over is part of the accountability.

• Provide strong technical leadership while ensuring that NOC processes and procedures are followed properly by the team that they are leading. This includes ensuring proper use of automation, following proper remediation procedures, high quality ticket and vendor issue updates, handover documentation, etc.

• Collaborate strongly with the floor manager to manage the queue, work intake as well as delivery. This includes helping solve team issues and escalating issues as needed

• Engage in P2's or incident calls and provide support

• Engage with wider operational teams like EES/OCG and other support areas on an ongoing basis

• Ensure work being taken over is followed up promptly while providing proper handover to the next shift as well as to the Team Manager (including process issues or improvements, automation opportunities, etc.)

• Support the incident, change and problem management processes.

• Manage incident queue and effectively prioritize and triage incidents based on critical devices and shared services.

• Manage chronic, repeat and aging incidents with proper internal/external escalations.

• Support shift turnover process effectively.

• Create MoPs and how-to docs for better support and training of new and junior team members. Also, peer review such documentation created by other team members and provide suggestions for improvement.

• Ensure existing Automation tools are utilized by the team to the max.

• Explore opportunities to enhance existing Automation tools.

• Report on any challenges with internal processes, gaps, or any challenges with vendors and telcos.

• Report on any new influx of repeated alerts/incidents to identify opportunities related to alert modification, etc. to reduce noise.

• Identify and report on gaps for process optimization.

• Provide input to manager on staff performance.

• Proficient with Microsoft Office Suite of products (Word/Excel/PowerPoint/Outlook).

• Other duties as required.