Senior Analyst Network Operations Centre

Reporting to the NOC Manager, the Network Operations Centre Senior Analyst is responsible for managing incidents, monitoring both internal networks and managed services and responding to customer requests, enquiries. Senior Analysts will join the team working shifts and on-call to cover the 24/7 services of our major clients which include emergency services, utilities and service providers.

If you want to be part of keeping New Zealand connected when it matters the most – day or night – this is the role for you

Responsibilities:

►Event Management: Alarm monitoring and ticket creation for all incidents.

►Monitoring: Monitor all platform and systems including managed service platforms

►Leading from the front with incident response and service response

►Clearly communicating with our customers and leading on communications – in line with service levels (SLAs)

►Triage faults and troubleshoot/resolve or assign and escalate to appropriate teams

►Ownership: Manage incidents and requests and work with other teams to reach resolution within SLA

►Coaching: Coach and mentor team members to lift their skill level and aid NOC Leadership to develop a high performing team

►Engage with customer service management and customer account managers when required to drive successful outcomes for customers.

►Key leader in our drive for continuous improvement in systems or processes

►Ensure Vital's maintenance partners meet their agreed service levels, with respect to planned maintenance, across all networks and faults response times.

►Ensure a smooth, complete and effective handover of network faults during handover to and from after-hours staff, or between shifts.

►Perform network device upgrades or configuration changes as required

►Assist the Operation/Delivery team in implementing any new monitoring systems and ensuring existing systems are up to date and functioning correctly.

►Provide any scheduled or ad-hoc reporting that may be requested.

►Provide incident breakdown and reporting as required

►You will be part of the remote support and on-call roster and work assigned shifts during the week

►Undertaking special projects as directed by management.

►Other duties as required

Skills and Experience:

►Preferably 5+ years ICT/Telco service desk experience

►Proven leadership skills both in coaching and mentoring team members and in fault diagnostics and resolution

►Highly skilled customer service leader - with the ability to adapt their style to reflect different customer demands and communicating to a management level with customers.

►Experience diagnosing faults with a wide range of ICT and Teleco vendor hardware, Juniper, Cisco, Nokia

►Skilled configuring and troubleshooting hardware using both CLI and GUI

►Strong written and verbal communication skills

►A passion for technology, learning new skills and developing your capacity

►Keen interest in technology and how it is used

►Familiarity with RF concepts and troubleshooting of RF and radio faults

►Great people skills and thrive working as part of a dynamic high performance team

►Self motivated with a drive for customer service and wanting to see and achieve great outcomes

Competencies:

►Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in product and services.

►Work Standard: Ability to deliver solutions within the agreed technologies and standards defined by group management and architects. Sets high goals or standards for self and others and the organisation.

►Time Management: Meets deadlines and achieve performance criteria. With the ability to stay calm and focused during periods of stress and pressure.

►Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions. Can see hidden problems and is able to make a sound decision based on the information given.

►Analysis/Judgement: Identified problems, secures relevant information, relates data from different sources and identifies possible causes of problems. Makes decisions based on logical assumptions that reflect factual information.

►Teamwork: Works cooperatively and effectively with others to set goals; is seen as a team player and is cooperative; encourages collaboration.

►Command Skills: Relishes leading; takes unpopular stands if necessary; encourages direct and tough debate but isn't afraid to end and move on; is looked to for direction in a crisis; faces adversity head on; energised by tough challenges.