Network Operations Analyst

The Analyst position is a critical role that is responsible for all operational readiness and support for Safeway's Retail and Backstage networks. This roles encompasses all data and voice devices, hardware and software. The Network team partners with our field services personnel and vendors to restore service to any affected stores, distribution centers, warehouses and backstage offices, in a timely manner. The incumbent will be responsible for monitoring, restoring service and documenting all efforts to that end.

Qualifications: The following are required unless specifically stated as preferred or desired:

• 4 year degree (Computer Science, Information Systems or relational functional field) and/or technical institute degree/certificate equivalent and/or combination of education required.
• 3-5 years of NOC / Help desk work experience or any equivalent required
• Basic to intermediate knowledge or experience supporting any of the following: o Broadband, MPLS, CradlePoint or any cloud-managed wireless edge networking equipment
• Frame Relays, T1's DDS, LAN/WAN protocols (SNA, IP, V/IP)
• Cisco/Meraki Network Equipment (Routers, Switches, APs)
• Network Management/Monitoring Tools or any equivalent (HPopenview, Ciscoworks, Netcool, ITNM, Netview, Solarwinds)
• Telecoms (Voice PBX, BCM, VOIP) or any Soft-phone applications
• Wifi / Access Point related issues
• Meraki Dashboard or any equivalent
• UNIX, LINUX, Windows Support / Administration
• Vendor Engagement with ISPs
• Ability to communicate clear instructions effectively both in written and verbal form.
• Ability to clearly document technical processes and procedures.
• Anticipate clients expectations and proactively resolve issues that impact the business.
• Self-starter with a demonstrated ability to learn beyond formal training with a strong aptitude for delivering quality products.
• Good analytical, risk mitigation, negotiation and vendor relationship skills.
• Experience with event management concepts and tools preferred.
• Demonstrated interpersonal and customer service skills including consensus building and facilitation skills.
• Monitoring health of systems, reviewing and managing necessary changes.
• Drive for results through proactive and predictive measures.
• Knowledge of ITIL practices and philosophy preferred.
• Network certificates/trainings preferred but not required. (CCNA, CCSE, CCP)

Key Responsibilities include, but are not limited to:

Environment Monitoring

· Monitors multi-platform operations within the production environment, interpreting alert issues and resolving or coordinating resolution to more complex production, application and system problems to ensure that the Command Center service commitments are met.

· Ensures stable operating environment and attaining maximum utilization of system resources.

· Identifies production problem patterns and relationships and resolves issues to avoid impacts to system performance.

Incident Management

· Works on Incident tickets that were opened/escalated from various IT Groups.

· Analyze, fix or escalate depending on issue and follow up on escalated issues to ensure incident is resolved.

· Analyzes work flows and procedures, recommends and implements changes to the production environment.

· Monitor network production routers, switches, firewalls, load balancers and access points through the use of ITNM. Respond to tickets that are created from these tools.

· Work closely with Field Services, Service Desk and other internal support groups to identify, resolve or coordinate resolution of any Network problems.

· Responds to customer inquiries, documents, resolves and closes complex problem records.

Vendor Management

· Work closely with our business partners (Verizon, LUMEN, Comcast, Hughes, AT&T and other ISP) to ensure any service outages are escalated and resolved within set service level agreements.

· Communicate via email notification of any single and/or multiple high impact store outages to appropriate field service managers, command center personnel and related vendors.

Enterprise Upgrades

· Support our business partners in any/all ongoing projects and business initiatives such as router/switch replacements, store turn-up/turn-down, store configuration, wireless devices, upgrades, etc.

Technical/Customer Service

· Provide Excellent Customer Service in all you do, by being diligent and thorough ensuring the customer's needs are satisfied in a timely manner.

· Respond to incidents, email, instant communicator, and phone calls for any Network issues that may be going on.

Documentation/Training

· Audits and assures all processing procedures and documentation within the data center are maintained.

· Reviews and updates or writes daily operational documentation for shift transition as well as processing procedures/documentation within the Command Center for application processing and backup/contingency.

· Assists programmers and systems analysts in running jobs that are used for testing and debugging new programs.

· Assist in coordinating training and development for the Command Center staff