**Not open to C2C or third party candidates at this time**
Contract opportunity
Remote - Must be located in the Houston area
2ND SHIFT HOURS Monday-Friday 3pm-12am
Job Responsibilities
- Responsible for working in a 24x7 Network Operations Center (NOC) environment as a member of a larger team.
- Monitor network systems, triage issues, respond to events, and provide situational awareness to company leadership and customers.
- Responsible for Incident Triage / Incident Management and timely reporting and escalation of issues.
- Follow standard OCC procedures; accurately log and update all events using incident/call tracking software.
- Ensure timely and accurate communication to customers and escalation teams.
- Provide Incident Response (IR) support as required.
Job Skills & Qualifications
- 1 – 3 years of experience in a Network Operations Center.
- Competencies in incident triage, incident management, incident response, and data analysis.
- Working knowledge of all Microsoft Office products and collaboration tools.
- Knowledge of TCP/IP Protocols, network analysis, and network/security applications.
- Deep understanding of ITILv3 service management concepts and practices.
- Support ticket methodology and tools.
- Excellent written and verbal communication skills.
- Self-starter with the ability to overcome ambiguity and drive for improvements.
- Displays focus and calm under pressure, works to implement the most effective solution.
- Critical thinker that can apply logic to problem solving in complex situations.
- Team player that values winning for the organization over self-achievement.
- Associates or BA in Information Systems, Computer Science or similar preferred.
- One or more of the following certifications: Comptia Network+, CCNA Routing and Switching, or JNCIA
- Ability to pass background check and standard hiring drug screens.
Daily Duties:
- Monitor, analyze, and triage all alerts within the stated Service Level Agreements.
- Resolve incidents or facilitate escalation to Tier 2.
- Respond to all inbound service requests initiated by phone or email.
- Provide customer facing status updates in tickets and/or verbally, cradle to grave incident management.
- Document all activities during an incident and provide leadership with status updates during the life cycle of an incident.
- Track trends, statistics, and key figures for each assigned client
- Assist with the development of processes and procedures to improve incident response times, analysis of incident, and overall OCC functions.
- Daily Shift Change Report
