vNOC Night Shift Tier One Support

***IMPORTANT: Must be willing to work a nightshift role on the Pitman/Panama schedule (7pm PST- 7am PST, working every other weekend + a 2-2-3 schedule during the week). This role may also rotate to day shift for a few months of the year.***

Must be able to report to onsite NOC office in Gilbert, AZ up to 3 days/week (hybrid).

Description

The vNOC (Virtual Network Operations Center) Tier Event Management (Tier One Support) supports the day-to-day operations of a team of network operations specialists, Incident Managers, and Problem Managers. This Tier 1 Team member functions as the first line of defense in event detection and outage prevention within the VNOC. The VNOC team monitors the on-premise and cloud infrastructure for the client and supports event and problem management. Other responsibilities include:

• This team member will support all event management procedures including triaging outage calls, opening event tickets, assisting with determining the required course of actions of event detections with Tier Two, and supporting the required documentation for closing out events
• This team member will spend a large portion of their shift utilizing monitoring tools for event detection and prevention
• Responsible for supporting research into root cause and documentation of major events, response rates, and reporting across all vNOC shifts, to include managing team to meet or exceed capacity, availability, and response times outlined in the Service Level Agreements (SLAs).
• Coordinate change management logging activities Change Management teams to record change detail as it occurs.
• Support release management activities as needed
• Support the upkeep of vNOC Event knowledge articles, runbooks, and SOPS and communicate to external support teams as necessary.
• Support continuous improvement activities within vNOC operational model, and ensure operations are efficient with a high level of quality for events

Requirements

• This role requires an active secret clearance
• security plus certification or willingness to acquire one quickly.
• Must be able to report to onsite NOC office in Gilbert, AZ up to 3 days/week (hybrid).

***IMPORTANT: Must be willing to work a nightshift role on the Pitman/Panama schedule (7pm PST- 7am PST, working every other weekend + a 2-2-3 schedule during the week). This role may also rotate to day shift for a few months of the year.