Network Operations Center Analyst III

Position Title:Network Operations Center Analyst III

Department:Information Systems

Job Description:

The Network Operations Center (NOC) Analyst III will provide support for technology related monitoring and engagement in incident management, resolution and coordination of escalated issues where communication with Leadership is essential, and documenting Root-Cause-Analysis for further review. Responsibilities include initial assessment, triage, research, and resolution of monitoring incidents regarding the use of application software products and/or infrastructure components. The NOC Analyst III is responsible for collecting information through monitoring tools, supporting resources, and environment awareness. The NOC Analyst III will also be responsible for mentoring, supporting, and training other team members. Acting as the Subject Matter Expert, the NOC Analyst III will work with the NOC Admin III on the more complex issues while communicating with the NOC Manager during Major Incident Calls. Incidents beyond the scope of their ability or responsibility are resolved by engaging, in a timely manner, other services or escalation to the proper IT team.

Essential Responsibilities

Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.

Monitor network performance and availability using monitoring tools.

Provide Root-Cause-Analysis documentation for all events.

Process Firewall requests and commit changes via Panorama

Provide Data Center Operations services in support of Systems and Network Engineering staff

Provide hands-on technical support related to the overall health and maintenance of the organization’s multiple Tier 2 and Tier 3 environments

Supporting and optimizing key functional areas, particularly in the support of network and systems infrastructure and data center operability

Schedule and direct activities to resolve hardware, routing, and software problems in a timely and accurate fashion

Take direction from NOC Manager

Create and provide reports and metrics of the systems and networks surrounding Incident Management, Problem Management and Monitoring Response

Review logs to determine health of network, security breaches, mail delivery status, back-up and restore successes/failures and determining corrective actions to rectify failures and inconsistencies

Interaction with vendors and key relationships as necessary such as TierPoint, Cisco, and Cox

Respond to alerts and incidents promptly according to established procedures.

Perform initial troubleshooting and resolution of network issues.

Maintain and administer network devices (routers, switches, firewalls).

Configure and maintain monitoring tools and systems.

Implement network changes and upgrades as required.

Maintain accurate network documentation and diagrams.

Generate reports on network performance and incidents.

Escalate complex issues to appropriate teams or senior personnel.

Collaborate with network engineers, system administrators, and support teams to resolve issues efficiently.

Provide timely updates and communicate effectively with stakeholders during incidents.

Adhere to Code of Conduct and Mission and Value Statements

On-site support is required

General Responsibilities

Performs other duties as assigned.

Minimum Qualifications

Education Requirements

Bachelor’s degree required.

Experience Requirements:

5 or more years of experience in an IT support role required.

Network/Systems/Security experience preferred. Healthcare experience preferred.

License/Certification/Registration Requirements:

Cisco Certified Network Associate (CCNA) or IT Infrastructure Library Foundation (ITIL 4.0) certification required within 12 months of hire.

Knowledge/Skills/Abilities Required:

Demonstrates ability to understand Corporate, Division, and Facility specific applications, technology, and terminology

Strong analytical skills, Ability to solve problems

Competency in MS Office Suite and ticketing systems such as ServiceNow

Understanding of multiple data centers and towers

Expertise with multiple levels, types, and environments of monitoring

Knowledge of tools integration and automation

Knowledge with Operational Systems (OS’s), browsers, commands and computer language tools

Knowledge in M365

Familiarity with Avaya and Cisco (CSM)

Network and Security background

Experience working in hospital/ambulatory environments

Prioritization of patient safety at all times

Strong communication skills with Management

Adherence to technology and security standards

Ensure network is in a constant operational status

Thorough understanding of IP Networks, including VLANs

Firewalls, switches, routers and other network equipment (Cisco, etc.)

VPN, Load Balancer, Web Application Firewall

Window, Unix, Linux and ESX server administration

Web Server concepts and administration

Virtualization, Back-up Procedures, Disaster Recovery, and High Availability using industry standards

Active Directory, DHCP, DNS, Group Policy

Clustering, Load Balancing

Anti-Malware and Cybersecurity concepts

Familiarity with a wide selection of server, storage, and data center hardware

Understanding of Server operating systems including Windows and Linux

Security and HIPAA compliance in a complex healthcare environment

Maintain absolute confidentiality of sensitive files, data and materials accessed, discussed, or observed

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OU Health is an equal opportunity employer. We offer a comprehensive benefits package, including PTO, 401(k), medical and dental plans, and many more. We know that a total benefits and compensation package, designed to meet your specific needs both inside and outside of the work environment, create peace of mind for you and your family.