A recognized media services organization in California is seeking a new Senior Analyst to join their Virtual Network Operations Center (VNOC). In this role, the qualified professional will serve as a critical escalation point and operational leader responsible for driving the detection, response, remediation, and documentation of technical incidents across the organizaiton's global IT Operations environment.
Responsibilities:
Lead investigations into technical incidents, ensuring timely coordination, communication, and resolution
Monitor global collaboration infrastructure, proactively identifying performance issues through telemetry and alerts
Collaborate with Engineering, Microsoft, and external vendors to escalate complex incidents and implement long-term fixes
Use tools such as Nexthink, Datadog, telemetry dashboards, and ticketing platforms to analyze root cause trends and drive service improvements
Engage with senior leadership and stakeholders to provide clear, timely incident status updates and post-incident documentation
Recommend and implement mitigation protocols, service resiliency improvements, and TCP timeout optimization for private endpoint disruptions
Partner with global teams to refine incident management playbooks and drive adoption of ITIL-based processes
Document incidents and requests with accuracy and consistency using tracking tools like ServiceNow
Qualifications:
5+ years of experience in Technical Operations and Incident Management
Bachelor's Degree
Experience in fast-paced, mission-critical environments with 24/7 on-call availability
Strong knowledge of Cisco TMS, SX codecs, Crestron, Polycom, and video collaboration platforms
Experience using monitoring tools and diagnostics platforms
Strong analytical and problem-solving skills
Excellent communication skills
Desired Qualifications:
ITIL Certification or experience working in ITIL-aligned environments
Certified Technology Specialist (CTS) Certification
Digital Media Certificates
Security+ Certification
Certified Scrum Master
Certified Product Owner
Familiarity with Redis and Azure infrastructure
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