Description
Operations Support Analyst
One of my Major Clients is looking for a Global Network and Communications (GNC) EMEA Operations Support Analyst ns EMEA project. This is for an August 2017 start for a 12months + contract duration.
The Operations Support Analyst will be responsible for the following:
- Handle the events escalated by Regions and NOC/SOC teams for the diagnosis and resolution of medium and complex incidents
- Escalate to Support specialists as required
- Assist the regional Service Desks to ensure smooth and efficient collaboration with the NOC/SOC providers
- Check that daily operational activities are properly run by NOC/SOC providers
- Monitor and analyze network performance and address identified issues in a proactive manner
- Participate in on-call process as required
- Ensure proper knowledge transfer to other Operations Support teams to guarantee the efficiency of the follow-the-Sun level 2 support
- Provide clear reporting to Delivery Managers and Build Project Managers to ensure appropriate communication to the regional and business stakeholders
- Ensure that companywide IT and Security policies and standards are enforced
The Operations Support Analyst should have the following skills/experience:
- Previous experience in supporting mission critical network services and/or communications services with high customer expectations
- Experience in Service Transition process
- Experience working with providers
- Strong Shell Scripting experience
- At least 5 to 8 years of experience in IT
- Knowledge of Network infrastructure (WAN/Internet, LAN/Wireless LAN, Perimeter Security) and related products, manufacturers (Cisco, Riverbed, ) and protocols
- Knowledge of Communication services and technologies and associated technologies (PBX, IPT, VoIP, CUCM, MCU, ) and related products, manufacturers (Cisco, Tandberg, Vidyo, ) and protocols (H.323, SIP, WebRTC, Hangout )
- Knowledge of common network monitoring tools ( Alaloop, MRTG, Wireshark, Solarwinds )
- Broad range of understanding of ITIL, ITSM and industry best practices
- Good understanding of incident management processes and procedures as well as ticketing platforms
- Proven analytical and troubleshooting abilities
Kindly send me your latest CV or call me directly.