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Analyst, NOC NE

Company: Verint Systems, Inc.
Location: Cheyenne
Posted on: June 19, 2022

Job Description:

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 requests.

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 correspondence.
Minimum Requirements:

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
Preferred Requirements:

Experience with Intervoice IVR systems desired

Strong attention to detail, excellent organizational skills, and the ability to effectively communicate with all levels of management

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

LI-KD1

Keywords: Verint Systems, Inc., Cheyenne , Analyst, NOC NE, Professions , Cheyenne, Wyoming

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