Requisition ID # 172391
Job Category: Information Technology
Job Level: Individual Contributor
Business Unit: Information Technology
Work Type: Onsite
Job Location: Fairfield
Department OverviewInformation Systems Technology Services is a unified organization comprised of various departments which collaborate effectively in order to deliver high quality technology solutions.
Position SummaryResponds to network alerts and computing problems and works remotely to resolve them. Utilizes support from technical experts within the organization and third parties to resolve problems. Takes responsibility for handling incidents through completion or escalation. Finalizes the task according to company policies for incident management. Documents the problems encountered and techniques used to solve it for future reference.
The hourly rate for this position ranges from $32.69 to $49.04.
Job Responsibilities- Monitor network devices, interfaces and applications through intelligent devices and automated programs as directed.
- Initiate major outage communication technical bridges as requested.
- Isolate and correlate multiple customer issues identified with alarms / alerts received to eliminate duplication of events as instructed.
- Issue initial outage notification event communications as directed.
- Manage alarms and alerts received from existing monitoring programs with previously defined business rules.
- Escalate incidents as needed if not well-defined by Run Books or work instructions.
- Apply fix procedures as instructed for repetitive events as instructed.
- Monitor network, applications, and systems across the PGE enterprise for alarms/alerts received from incidents, unauthorized or failed changes.
- Monitoring & Scheduling alarms & alerts based "Eyes on Glass", Initial Outage Mgmt., Notifications, 7x24 hour support.
- Provide feedback on alarms, Run Books, process efficacy and knowledgebase to service manage, OSS Tools and operations support as necessary.
- Timely implementation of predefined Playbooks, Run-books, Work Instructions or Business Rules changes as directed.
- Create and track incident tickets, change requests, work orders, service requests and assignments as directed.
- Create/Assign incident tickets based on priority, impact and complexity to the appropriate fix agents.
This is the "Eyes on Glass" role, which monitors the network systems and application events.
QualificationsMinimum:
High School or GED-General Educational Development-GED Diploma
Works in 24 hours per day-7 days per week environment
Works varied shift arrangements
Ability to travel up to 5 percent of working time
Desired:
Associate's Degree in Information Technology or a related field, or equivalent work experience
At least 1 year of experience in IT or technical support
At least 1 year of experience in IT or technical support
Experience using IT ticket management systems (e.g., ServiceNow, Remedy, Jira)
Experience working in a Network Operations Center (NOC) or similar monitoring environment
Experience in a telecommunications environment
Experience in an internet service or infrastructure environment
CompTIA certification (e.g., A+, Network+, or equivalent)
Purpose, Virtues and StandsOur
Purpose explains "why" we exist:
- Delivering for our hometowns
- Serving our planet
- Leading with love
Our
Virtues capture "who" we need to be:
- Trustworthy
- Empathetic
- Curious
- Tenacious
- Nimble
- Owners
Our
Stands are "what" we will achieve together:
- Everyone and everything is always safe
- Catastrophic wildfires shall stop
- It is enjoyable to work with and for PG&E
- Clean and resilient energy for all
- Our work shall create prosperity for all customers and investors
More About Our Company
EEOPacific Gas and Electric Company is an Equal Employment Opportunity employer that actively pursues and hires a workforce that reflects the hometowns we serve. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, age, religion, physical or mental disability status, medical condition, protected veteran status, marital status, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information or any other factor that is not related to the job.
Employee Privacy Notice The California Consumer Privacy Act (CCPA) goes into effect on January 1, 2020. CCPA grants new and far-reaching privacy rights to all California residents. The law also entitles job applicants, employees and non-employee workers to be notified of what personal information PG&E collects and for what purpose. The Employee Privacy Notice can be accessed through the following link:
Employee Privacy Notice PG&E will consider qualified applicants with arrest and conviction records for employment in a manner consistent with all state and local laws.
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