GM Financial Hiring for NOC Analyst (1pm to 11 pm Sunday – Wednesday) Job at Arlington, TX Full Time

Responsibilities:

• Collaborates with external and internal customers to analyze information needs and functional requirements and deliver the artifacts as needed and escalates complex or consequential issues to management
• Must have high attention to detail, be well organized and be a self-starter with the ability to resolve most conflicts between timeline, budget and scope independently but intuitively
• Must be able to work independently and with limited to moderate direct supervision while also provide training and mentorship to Analysts I
• Perform technical analysis of problems and outages as they occur across the Enterprise to evaluate/isolate root cause
• Responsible for taking immediate actions to notify appropriate technology groups and business entities in a timely manner sometimes without immediate understanding of actual root cause
• Requires strong intercommunication with second and third tier IT support teams as well as company business departments and outside vendors
• Responsible for monitoring all areas of the company local area network, wide area network, voice network, defined server thresholds and system services using monitoring applications like SolarWinds (suite), HP Tools, Splunk etc
• Uses a broad and deep understanding of technical concepts in multiple specialized fields to develop solutions to problems and critical design issues
• Responsible to document all actions taken during their shift and provide quality assessments of documentation made by Analysts I and II
• Responsible for carrying out frequent pre-approved code deployments (software upgrades) on various systems in accordance with defined company processes to ensure proper change management procedures are followed
• Attend weekly change management meetings and will consult with change manager and NOC Lead about any discrepancies with change process guidelines
• Identifies and directs changes through appropriate review and approval mechanisms
• Responsible for researching and documenting various NOC processes and must stay current on changing technologies within the business and make recommendations to NOC Lead for procedure changes to protect against business impact from a given outage or issue
• Provide timely responses to all incidents and outages
• Recognize, identify, and report trends in hardware and application performance and be able to predict from this analysis possible and probably future failures or outages
• Work with external business firms as required, reporting and documenting external impacts to company technologies and business operations
• Escalate incidents and problems to the appropriate support departments with follow-up
• Initiate company-wide intranet broadcast notifications in response to high impact outages
• Monitor local and wide area networks, voice/telephony systems, and server infrastructure for performance and availability issues spanning local and remote network sites
• Communicate and escalate unavailable or degraded systems and services to the appropriate support teams
• Work with Analyst I, Analyst II, and NOC Lead to document root cause findings
• Maintain and complete daily log (Shift-log) detailing service and application availability
• Notify appropriate network carriers of communication outages or degradation
• Work with various IT teams as needed to update existing Knowledge Base articles and create new Articles as needed to document changes in standard procedures
• Responsible for administration, and documentation of AS400 and UNIX data tape backup rotations occurring during assigned shift based on established procedures
• Assist with migration and staging of defined code deployment changes to production systems
• Coordinate and document all actions/results with code development teams
• Create various reports pertaining to ITS Enterprise areas, such as network stability, traffic, threshold breaches, repetitive job failures, backup tape library and archive information, etc
• Maintain proficiency and knowledge on computer hardware and software
• Perform other duties as assigned
• Conform with all company policies and procedures

Qualifications:

• Ability to correct PC related problems in a timely manner
• Good knowledge of WAN security and design
• General working knowledge of networking concepts including TCP/IP, Subnetting, Routing, DHCP, Command line and DNS
• In-depth knowledge of PC hardware and software
• Working knowledge of VB Script and or PowerShell
• Support-level knowledge of the Windows desktop Operating Systems
• Good knowledge of operating systems, applications and associated hardware (eg, Windows Desktop OSs, Windows Server OSs, OS/400, UNIX/Linux)
• Understanding of enterprise computer hardware/software and information systems
• Understanding of network monitoring concepts (eg, TCP/IP, Subnetting, Routing, DHCP, DNS, Active Directory, etc)
• Understanding of SNMP, Netflow and Terminal emulation applications required
• Advanced knowledge of incident ticketing systems, preferably ServiceNow

• Excellent analytical and troubleshooting skills
• Ability to evaluate problems and issues quickly, and to make recommendations for courses of action
• Ability to make independent decisions and use sound judgment in relation to the management of team members
• Ability to coach, develop and lead others
• Ability to prioritize tasks and ensure their completion in a timely manner
• Ability to accept change and to adapt to shifting organizational challenges and priorities
• Advanced ability to analyze problems, correlate data from multiple sources and communicate pertinent information to the appropriate support teams
• Strong interpersonal, verbal and written skills
• Ability to manage multiple tasks at one time while remaining cool under pressure

• Bachelor’s Degree in related field or equivalent work experience preferred

• 3-5 years of experience in computer/customer support role required
• 2-3 years NOC experience required

• Certifications from Microsoft, Cisco, ITIL, HP, and SolarWinds (SCP) strongly preferred

• Subject to stressful situations
• Must be available to work 4 days/week (fixed schedule), 10 hours/day (40 hours/week)
• Some after-hours work and periodic 24×7 on call support will be required