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NOC Support Analyst

OPENTEXT - THE INFORMATION COMPANY
As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. #LI-POST
The opportunity:
The Network Operations Center Support Analyst is responsible for maintaining 7x24x365 uptime and availability for all IT Corporate and Production Cloud Services.
The position reports directly to the Network Operations Center Shift Manager. The Support Analyst is responsible for the health of all systems/environments and ensures all systems are being monitored/administered as required.
They will learn the responsibilities of being an Operations Point Of Contact (POC) for all Critical Event Management.
Responsible for Ticket Management across multiple services/environments, requiring updating and resolution of service requests and Incidents while meeting response & resolution OLA/SLA's.
The roll requires oversight of Vendor Maintenance activities to ensure they are actively managed and completed as required.
Additionally, they will provide guidance, support and backup responsibilities for Network Operations Center Monitoring Specialist resources (BCP).
Provides direct support escalation for initial triage and troubleshooting to the Monitoring Specialist.
They actively participate in all incidents, Major Incidents and some decision-making activities, as such; they must have good judgment and the ability to make sound business decisions while adhering to established policies & procedures.
You are great at:
Bachelor's Degree and/or equivalent IT job experience and training
Minimum of 2-3 years of relevant IT experience
Proficient with Unix/Linux/Windows based OS, Networking (Cisco)
Ability to articulate clearly both in written and verbal communications
Must be dependable & willing to work any shift in a 24x7x365 work environment, weekend and Holiday hours required
What it takes:
Knowledge and use of common industry monitoring tools
ITIL Best Practices and Methodologies certifications and/or knowledge
The skills needed to make determinations of prioritization on critical system issues while meeting changing or conflicting priorities while maintaining effectiveness
Self-motivated and quality-driven, balanced with technical, analysis and support abilities
Ability to defuse anger, resolve conflict and operate with a strong sense of urgency
At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA), Equal Employment Opportunity and Employee Polygraph Protection Act

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