ModivCare - Network Operations Center Analyst III

POSITION SUMMARY :

- The Network Operations Center (NOC) Analyst III monitors, escalates, and performs technical analysis of system issues and outages as identified across the ModivCare Network Enterprise landscape. This position performs research and trouble-shooting techniques to resolve issues or, depending upon impact level and complexity, escalates to management, and Tier 2/3 technical support teams.

- The NOC Analyst is responsible for researching and documenting various mitigation strategies and must maintain current and thorough knowledge of business technologies and their significance to business operations.

- This position will prioritize remediation efforts in a 24 x 7 x 365 environment governed by critical uptime-availability and SLA requirements. The NOC analyst will perform basic system administration tasks such as network/system troubleshooting, patching operating systems and applications, and executing various scripts as outlined in NOC standard operating procedures.

ESSENTIAL FUNCTIONS :

- Monitor a wide variety of information and network systems that include, but are not limited to telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems and core applications

- Monitor security posture of the IP Network and report any suspected violations to designated authority

- Provides support and maintenance of ModivCare computer network (CISCO, Dell, Citrix, Microsoft Server, Linux, VMware, SAN

Storage, Cloud platforms and technologies) to support a high availability environment.

- Provides support with multi-platform expertise (routing, switching, firewall, load balancer, wireless, VoIP, trace analysis, routing protocols (OSPF, BGP), VLANs, ACLs, and multicasting.

- Provides support and assistance to technical teams with network related products like: DNS, HTTP, HTTPS, IIS, FTP, PGP, TCPIP and BGP

- Provides support and assistance to technical teams with implementation and configuration of Microsoft based products: Active Directory, Windows Server 2012 R2 / 2019, Office-365 / Exchange.

- Co-ordinates / executes incident response protocol on major incidents and problems, ensuring appropriate

- action to investigate and restore operations, with minimal downtime to systems and services.

- Performs fault isolation and diagnostic/assessment functions to include: determination and execution of corrective action(s) on a real-time basis as instructed.

- Routinely conducts diagnostic techniques / methods with a sound foundation of Network Management / Monitoring Systems: Solar Winds, Dyna-trace, Datadog, Alertra, Citrix Monitoring Platform.

- Includes pro-active / predictive monitoring of network element alarms and alerts to identify components/elements that may present network and system degradation or failure.

- Provides network / systems / applications > performance analytics, trending analysis and developing / maintaining digital transformation workflows with ServiceNow Discovery / ITOM / SCCM.

- Performs analyst level maintenance on all components/assets associated with network and system platforms

- Assists with integration projects, break/fix remediation efforts, and performs vendor-related updates as required

Education

- Bachelor's degree in Computer Science or other related field; specialized training; or equivalent professional experience

- Microsoft Certified Systems Engineer (MCSE) is highly desirable

- ServiceNow Advanced System Administrator (certification preferred)

- Conceptual understanding of foundation level ITIL version 3 and/or version 4 knowledge (certification preferred)

Experience :

- 8+ years' experience working with IP networking, networking protocols, and understanding of security related technologies including encryption, IPSec, PKI, VPNs, Firewalls, proxy services, DNS, electronic mail and access-lists (ACL).

- Experience Tier 1/2 supporting enterprise level SAN / NAS storage solutions e.g. EMC, Dell EqualLogic, Pure Storage, Nimble.

- 3+ years SolarWinds experience configuring and administrating, including setting up alerts.

- 4-10 years supporting highly-available Voice/Data Enterprise Network intelligent failover capabilities,

- 4-10 years' experience in support role with multi-platform expertise (routing and switching, firewall, load balancer, wireless, VoIP, trace analysis)

- 3-10 years' experience with Windows servers, Active Directory in a distributed environment

- Basic scripting experience preferred (PowerShell, RoboCopy, etc.)

SKILLS & ABILITIES :

- Strong team player, self-motivated, highly organized and able to multi-task in a fast paced, dynamic environment

- Rely heavily on conference bridge(s), therefore need to have excellent verbal and written communication skills

- Strong communication skills, both verbal and written, are essential in order to interact with support groups, clients and vendors.

- Proficient in executing diagnostic techniques with a sound foundation of monitoring tools

- Strong interpersonal skills, communication, leadership ability, teamwork and positive attitude

- C literate, including knowledge of office productivity tools (MS Suite: Excel, Word, etc.)

- Attention to detail

- Ability to work under pressure and handle stress

- Works well within a team environment as well as individually

- Must have excellent organizational and coordination skills

- Must demonstrate sound analytical skills