Network Operations Center Technician

Job description

Reporting to the Network Operations Center Manager, the Network Operations Center (NOC) Technician works collaboratively with Infrastructure, Operations and Application teams to help ensure the stable operation, reliability, and security of Hyatt's infrastructure and critical systems. While maintaining high standards and performance, the NOC Technician provides technical support duties for both internal and external company clients and products. In addition, maintains communications with appropriate personnel to provide escalation and notification of system anomalies. Responsible for monitoring, facilitating the Major Incident Process, and troubleshooting of incidents to remediation.

Responsibilities:

• Monitor the availability of Hyatt's critical systems, datacenters, and hardware that is crucial to day to day operations by using the designated monitoring solutions.

• Responsible for the major incidents during planned and unplanned outages ensuring the resolution, escalation, and communication process is followed.

• Maintain channels of communication with stakeholders to ensure prompt technical support of any and all business impacting incidents.

• Perform trend analysis on monitoring alarms, incident reports and service tickets to resolve identified issues.

• Manage and distribute critical and non-critical communications to ensure stakeholders are kept aware of incidents and activities

• Respond to customers who have escalated questions/issues in a timely manner.

• Continually identifies, implements and improves effective processes and procedures to ensure overall client satisfaction.

• Partakes in the Service Support Package (SSP) process of onboarding new services.

• Develops the monitoring and escalation procedures of new services.

• Participates in the development and implementation of ITSM practices.

• Demonstrate a commitment to Hyatt core values

• The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary

Desired profile

Qualifications :

Experience

Bachelor's Degree preferred

3+ years progressive experience in a NOC, IT Operations, or Tier 2/Tier 3 Technical Support role

Working technical knowledge of network and platform operating systems, including client and server operating systems. Advanced working understanding of Microsoft windows server administration basics

Experience with ServiceNow, SCOM, Splunk, New Relic, Oracle, VMware, SQL preferred

Ability to effectively correlate incidents and clearly communicate impact and activities

Ability to conduct research into software or hardware issues and products as required

Ability to monitor, troubleshoot, and support technologies related to infrastructure systems and applications

Demonstrable skills working Change Management activities

Experience leading bridges on major incidents to capture timelines, gather technical details, and manage resources to expedite resolution

Ability to perform analysis, define new processes and drive technology initiatives and projects

Works well under pressure

Demonstrated leadership when leading projects and motivating others

Experience in developing and executing a well-defined approach to implementing change in a Global environment.

Proficiency in all Microsoft Office tools, including Microsoft Project

Excellent verbal, written and interpersonal skills

Education

ITIL V3 Certified preferred

Bachelor Degree or higher preferred; concentration in Computer Science or comparable field