Senior IT Operations Center Analyst

SUMMARY: The Network Operation Center (NOC) has three main roles:1. To ensure maximum possible service availability and performance;2. To provision customer network services on core equipment;3. To provide support services for Engineering and other technical teams.Guides and facilitates teams in the development and implementation of process improvement. Identifies opportunities to apply advances in technology to network(s), infrastructure, and/or applications to enhance operations and meet business requirements. Develops automation and tools, enhancing processes to monitor, manage, and administer network(s), infrastructure, and/or applications in a repeatable, standardized and efficient manner. Rapidly identifies and executes real-time actions to achieve return to service, performing root cause analysis, and implementing corrective measures to prevent future occurrences. Serves as a mentor to peers and team members for assigned area of responsibility. Provides insight to management on issues as they arise. Brown University Health employees are expected to successfully role model the organization’s values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another. In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include: Instill Trust and Value Differences Patient and Community Focus and Collaborate RESPONSIBILITIES: Work closely with the Service Desk Manager and NOC Lead. Primary duties and responsibilities including but not limited to: Proactively seeks new methods and technologies to maintain network, infrastructure, and applications adhering to established guidelines.Designs, analyzes, installs, tests, configures, and administers monitoring software for network infrastructure and applications, as well as providing a full range of testing, administration, and

Operational Audit, Mentoring, Network Administration/Management, Customer Support/Service, Root Cause Analysis, Network Operations Center, Process Improvement, Automation, Equipment Maintenance/Repair, Network Systems, quality checks.Identifies need and implements system monitoring and key performance metrics, including support of NMS platforms.Troubleshoots network, infrastructure, server, or application issues, identifies root cause, establishes return to service, evaluates/developsmplements/documents mitigation strategies.Identifies and proactively seeks opportunities to implement process improvements, documents technical diagrams and procedures.Provides high technical level support for problem resolution of network systems and mission critical clinical and business applications using troubleshooting techniques and if necessary, confer with vendors and/or application analysts or assign to Network Technician for a site visit.Other duties as assigned. MINIMUM QUALIFICATIONS: BASIC KNOWLEDGE:Bachelor’s degree or four additional years of related experience in lieu of a degree.6 or more years’ experience in a technical capacity supporting a network or infrastructure or application configuration.Experience installing, maintaining, documenting and configuring complex network infrastructure.EXPERIENCE: Experience with Solarwinds NMS, WAN, and remote office network communication infrastructureIn-depth network troubleshooting experience, specifically: pulling captures and Wireshark analysisWindows Server 2012/2016Virtualization experience (Citrix, VMware)Prior experience as team leadCCNA, MCSE, ITIL, or CompTIA Network certifications