Network Operations Analyst

Overview

Entry-level individual contributor in Information Technology who maintains and modifies the voice and data networks under close supervision, supporting the 24/7 global voice and data network operation.

What you'll do

• Operate the 24/7 global voice and data network, identifying and tracking faults, managing communication and ticketing systems, and interfacing with incident management teams.
• Resolve issues within governed SLA time frames.
• Track network usage capacity in incident and planning situations and use capacity planning tools to identify trends that impact business performance.
• Carry out network optimization to identify opportunities to reduce outage events and MTTR and improve overall performance.
• Develop work processes to identify operational practices and standards.
• Provide supervisory tasks and direct job guidance to others as directed by the manager.
• Direct project-level activities focused on high-value improvement to network operational state and/or NOC efficiency.
• Provide continuous and consistent management reporting on the status of issues, actions, and resolutions.
• Manage severity 1 incident calls and report to appropriate management and teams.
• Provide technical support for all systems and applications hosted in the Global Cloud Operations, ensuring systems are managed and support services meet defined business service levels for Network, Server and Cyber Security.
• Maintain patching compliance to avoid risks of system outages or compromised data.
• Communicate ideas and information effectively via oral and written communication to globally diverse audiences.
• Assist with operational and infrastructure related projects for server, network and cyber initiatives.
• Monitor assigned incident and change queues in the ITSM system and monitor ticketing queues for regular turnover updates on a daily basis.
• Review incidents, changes and requests for updating and escalation.
• Adapt and adjust to changing priorities both independently and in a team.
• Monitor strict compliance with MMC Technical standards, policies and procedures.
• Provide timely and appropriate escalation of severity 1 issues to management.

What you'll need

• Associate's degree in computer or network science or a related field from an accredited college/university, or an equivalent combination of education, training, and experience.
• 2-5+ years of hands-on experience in a network, technical infrastructure operations/cloud operation environment.
• Network support: Cisco, PaloAlto, Aruba, F5, Strata, ThousandEyes, Cloudgenix.
• Server OS support: Windows, Linux, Container Support.
• Data circuit vendor support.
• Application and load-balancer support.
• Firewall rule support, troubleshooting, adds, and removals.
• Strong process development and service delivery principles.
• Must have technical and hands-on experience supporting multi-platform server and application environments.
• Must possess exceptional communication skills, both verbal and written.
• Knowledge of ticketing systems and monitoring applications.
• Knowledge of backup technologies.
• Experience with Change Control Ticketing.
• Experience with Incident Reporting and Ticketing.
• Demonstrated ability to work in a large global company and/or complex IT environment.

Nice to have

• PaloAlto firewall support experience.
• ServiceNow experience for change control ticketing.
• ServiceNow experience for incident reporting and ticketing.
• Understanding of varied and diverse platforms and technologies across Server, Network, and Cyber Security.
• Remote access experience working in a fast-paced cloud environment.
• Ability to understand server application, network, and cyber operations impact and manage all issues to resolution.
• Ability to understand and follow established processes and procedures.
• Ability to manage/run conference calls on technical severity issues with varying levels of personnel.
• Understanding of incident management and escalation process.
• Strong process and service delivery principles.

Details

• Location: Gurugram, DLF Building.
• Hybrid work: colleagues are expected to be in their local office or working onsite with clients at least three days per week, with office-based teams identifying one anchor day per week for the full team to be together in person.