Network Operations Analyst

Responsibilities:

• Monitor network devices, interfaces, and applications through automated programs and intelligent monitoring tools.
• Create, track, and manage incident tickets, change requests, work orders, and service requests.
• Issue initial outage notifications and communications as directed.
• Isolate and correlate multiple customer issues identified from alarms and alerts to eliminate duplication.
• Initiate major outage communication bridges when requested.
• Apply predefined fix procedures for repetitive events according to instructions.
• Perform 24x7 monitoring of network, application, and system events across the enterprise.
• Manage alarms and alerts based on business rules and monitoring programs.
• Implement predefined Playbooks, Runbooks, and Work Instructions for incident resolution.
• Assign incident tickets to appropriate teams based on priority, impact, and complexity.
• Provide feedback on alarms, processes, and documentation to improve operations and service management.
• Escalate incidents when necessary if they fall outside well-defined procedures.

• High School Diploma or equivalent; AA in Information Technology or related field preferred.
• Basic knowledge of network protocols, software applications, or operational support systems.
• Experience working in telecommunications, internet, or network operations center (NOC) environments (1+ year preferred).
• Experience using ticket management systems (e.g., SMC Remedy) and monitoring network devices or software.
• Strong organizational, problem-solving, and analytical skills.
• Proficient in Microsoft Excel and Word.
• Strong verbal and written communication skills.
• Willingness to work varied shift schedules, including nights, weekends, and holidays, as required.

• Knowledge of IT product lines, operational processes, or utility domains (Gas, Electric, Telecom).
• Basic understanding of TCP/IP, network monitoring, and network/system/application support.
• Ability to follow Work Instructions and procedural guidelines in Runbooks and Playbooks.
• Ability to travel locally for training or meetings as needed.