NOC Analyst I

7 days ago


Manila, National Capital Region, Philippines Baker & McKenzie Rechtsanwaltsgesellschaft mbH Full time

The NOC Analyst I will support the operation of the Firm's IT Infrastructure by continuously monitoring systems and managing incidents related to them, in addition to performing both routine and ad-hoc tasks. The role operates on a shift basis, as the NOC Team is present on-site at Global Services Manila (GSM) 24 hours a day, 365 days a year. Additionally, the role-holder is expected to be on-call for critical IT infrastructure incidents and emergencies that require their expertise.

Responsibilities:

  • Provide 24/7 monitoring, troubleshooting, and resolution support for IT infrastructure-related issues - Server, Network, Messaging, Database, Desktop/Citrix, Backup, and VoIP following established procedures. Uses existing procedures to solve routine or standard problems
  • Provide support on incidents coming from the Technology Help Desk, on-site staff, system owners, and other technical teams following established procedures
  • Perform routine and/or repetitive tasks within defined instructions and/or existing procedures such as Server OS Upgrades, Server Resource Expansion, Server Build, Server Decommission,
  • Scheduled Shutdown/Power Up, DNS, Server Reboots and Migrations, etc
  • Consult, escalate, and/or receive instruction, guidance, and direction from more senior-level roles
  • Assist in monthly MS Patching deployment and remediation for all Servers
  • Perform day-to-day tasks and assignments per operational processes in compliance with required targets and metrics.
  • Comply and adhere to operational processes and security policies
  • Apply basic skills while developing specialized skills in procedures, operations, techniques, tools, materials, and/or equipment relevant to the role on an ongoing basis through available training such as instructor-led, CBT, etc.

Skills and Experience:

  • A bachelor's degree in Information Technology or Computer Science
  • General knowledge of IT and its function to monitor and troubleshoot problems, provide system support
  • Experience in a NOC or IT operations environment
  • Working knowledge in ticketing systems such as ServiceNow
  • Experience with systems monitoring/alerting software such as System Center Operations Manager (SCOM) and SolarWinds
  • Work experience in one or more of the following areas: Windows Servers, Databases, Backup, and Networking
  • Available to work varying shifts: Day time, afternoon, and night rotational shifts
  • Able to work well with a team in a fast-paced, constantly changing environment and follow instructions from management and senior colleagues
  • Good analytical skills in identifying and resolving problems, assessing risks, and evaluating technical solution alternatives
  • Good decision-making skills in making a logical and proper judgment as to when to escalate the incident to 3rd-level support
  • Disciplined and has a sense of urgency, responsibility, and accountability
  • Good presentation and communication skills
  • Can follow established procedures and processes to meet agreed SLAs
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