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NOC Lead
Entertainment & Media Industry Company
San Antonio, TX, United States
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Job Summary:
As the leading media company in America, Company delivers music, news, talk, sports and other content to diverse audiences across multiple platforms, including: broadcast stations; online via iHeartRadio and on its stations’ hundreds of websites; HD digital radio channels; satellite; smartphones; iPads and other tablets; in-vehicle entertainment and navigation systems; and via live events. With over a quarter of a billion monthly listeners in the U.S., Company has the largest reach of any radio and television outlet in America.
The NOC Lead will be tasked for ensuring that network, data and application environment run at peak performance by detecting and acting on all exceptions and anomalies. This Role monitors all network channels, data center servers and enterprise applications. Collects performance statistics on the reliability and efficiency of machines, applications and networks. Incident tickets are generated for exceptions and managed for the lifetime of the incident. Negotiates terms of monitoring with asset operators as required. Operates with a high degree of independence and with minimal supervision in a secure environment. Decisions will frequently impact many employees and directly impact company revenue.
Responsibilities
Monitoring, alerting and coordinating
• Monitor production applications, servers, and network using a combination of monitoring tools to ensure availability.
• Coordinate field router intrusive and non-intrusive testing and repair of circuits.
• Coordinate onsite dispatch of Telecommunication vendor repair services.
• Respond to automated alerts from monitoring tools according to procedure. Use diagnostic tools to ascertain level and criticality of problem. Discover faults and conditions in a proactive manner. Diagnose cause where appropriate and resolve expeditiously.
• Escalate issues and problems according to procedures and best judgment.
• Perform periodic health checks of systems and applications.
• Use judgment and knowledge of networking, systems, and SMS applications to identify problems as they occur and decide on best course of action to resolve.
• Diagnose problems and resolve in an expeditious manner.
• Work with Engineers to resolve production problems.
• Write coherent trouble ticket notes on production incidents and problems.
• Interacts with appropriate Company developers, functional representatives, regional IT directors, and customers’ internal IT departments when needed to resolve customer calls.
• May write or revise system documentation and procedures.
• Responsible for configuring and maintaining monitoring tools.
Reporting and Communications
• Make appropriate, timely decisions in limited complex situations. Follow written and verbal procedures from manager for majority of problem-solving.
• Apply “lessons learned” to current decisions.
• Communicate with internal and external customers in a professional manner
• Log and track calls using Help Desk software, and maintains history records and related problem documentation. Consistently communicates with internal team members, members of other iHMIT BOU’s, and customers external to iHMIT in solving and notification of problems. May communicate with Tier 1, 2, 3 & development managers.
Lead Monitoring Team
• Make good decisions in a dynamic environment. Decisions may impact immediate group and other related groups.
• Consistently share best practices with team members.
• May participate in projects of limited scope and complexity. Represents the interests of the Monitoring team in coordinating and supporting applications, processes, or hardware.
Skills/Knowledge Qualifications:
• Certification (preferred): Network + Certification, Server + Certification
• Minimum of 3 - 4 years of IT related college credit and/or equivalent experience required.
Experience:
• Advanced knowledge of TCP/IP and SNMP
• Advanced knowledge of Internet Services: DNS, E-mail, and News.
• Advanced knowledge of Routers and Network Protocols (Cisco).
• Advanced knowledge of TCP/IP and SNMP
• Advanced knowledge of Internet Services: DNS, E-mail, and News.
• Advanced knowledge of Routers and Network Protocols (Cisco).
• Specialties NOC / Process writing skills or training a plus
• Skilled in Monitoring Theory / Implementation a plus
• Experience in Customer Service.
• Experience in current Internet network hardware and software technologies.
• Experience with PC based tools and products, MSOffice suite.
• Diagnostic experience of a variety of monitoring applications such as SCOM, NImsoft
• Minimum of 1-2 years of experience in a Help Desk or high volume call center.
• Minimum of 3-5 years of experience working in IT Operations including knowledge of common tools, methods, and techniques
• Minimum of 3-5 years of progressively responsible work experience in networks and/or server monitoring Skills