Analyst, NOC NE
Company: Verint Systems, Inc.
Posted on: June 19, 2022
Overview of Job Function:
The NOC Analyst is responsible for the overall Tier1/Tier2
monitoring and escalation of Verints multitenant shared platform
for the VISS Business Unit. The Network Operations Center (NOC)
Analyst performs technical analysis of system issues and outages as
they occur. This individual then performs research to troubleshoot
and resolve the issue or, depending upon complexity, escalates the
issue to higher-level systems administrators and network engineers.
This individual must be able to prioritize remediation of issues in
a 24 x 7 environment with critical uptime requirements.
Principal Duties and Essential Responsibilities:
Operate, monitor, and support Verints LAN/WAN infrastructure
comprising of multiple data centers, proprietary and COTS
hardware/software, communications equipment, and service
applications in support of critical 24x7 operations.
Ensure at least 99.99% system uptime and network availability.
Perform first and second-level problem isolation and root-cause
analysis and escalate as required.
Provide first and second-level Client Helpdesk Support.
Contact and coordinate Tier 3 support for advanced issues that
require escalation, ensuring a smooth hand-off.
Provide After-Hour Engineer on Call (EOC) Support.
Provide support in our Disaster Recovery backup processes.
Ability to support deployment of Java, Voice-XML solutions.
Support weekly and quarterly platform maintenances which may
include software changes and/or reboots.
Perform real-time system monitoring, traffic tracking (Zendesk),
and trend analysis using Network Management Tools (e.g.: SiteScope,
Insight Manager, Open View, Solarwinds), analysis systems, and
Cisco IOS commands.
Compose accurate, informative, and timely network outage
notifications, maintenance window notifications, and other internal
and external (customer-facing) correspondence.
Monitor and verify all network changes against approved change
Log, track, and update incidents and system change requests in our
incident reporting system.
Generate system monitoring, management, and performance reports
using both proprietary and COTS tools.
Respond to customer calls, emails, and other forms of
communications expeditiously and with courtesy.
Present information to Verint and customer management team members
via briefings, telephone conferences, and written
Bachelors degree in technology or equivalent work experience
Minimum of 3-5 years experience working as a Tier 1 resource in a
Network Operations Center environment monitoring, troubleshooting
and escalating to Tier1/Tier2 resources
Call center, IVR, ACD, CTI and PBX experience
Windows Server 2000 or higher
LAN/WAN Experience with Cisco Routers and Switches
Telephony Experience with T1/DS3 Circuits, Multiplexers, Telecom
Soft Switches and Voice Over Inter Protocol
Proficient in MS Office products
Proven analytical skills in a Network Operations Center or a
contact center Help Desk environment
Excellent interpersonal, oral and written communication skills
Ability to work on-call after hours
Successful completion of a background screening process including,
but not limited to, employment verifications, criminal search,
OFAC, SS Verification, as well as credit and drug screening, where
applicable and in accordance with federal and local regulations
Experience with Intervoice IVR systems desired
Strong attention to detail, excellent organizational skills, and
the ability to effectively communicate with all levels of
A high degree of self-direction and self-motivation
Able and willing to work multiple tasks simultaneously, prioritize
and work under pressure with tight deadlines
Keywords: Verint Systems, Inc., Cheyenne , Analyst, NOC NE, Professions , Cheyenne, Wyoming
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