Job Duties:

    The successful candidate will perform tasks including but not limited to the following functions:
    Monitor, notify and escalate on alerts.
    Adhere to the shift schedule for the NOC Team and comply with all company and department policies.
    Document issues using the Ticket Tracking System and follow the Escalation and Notification Process.
    Participate in Change and Release Management activities.
    Develop and maintain documentation for NOC operations.
    Constantly improve the alerting of supported systems by adding, removing or revising alerts to better reflect the current platform operations or as requested by management.
    Accurately track hours worked using the time and attendance process.
    Prepare and publish shift turnover reports.
    Work with Customer Service, Tier 1, Tier 2 and Tier 3 support groups to continually refine and improve the escalation and notification process.
    Troubleshoot & perform basic system administration tasks for Windows and Linux Servers, and Cisco equipment.
    Ensure that all open tickets are appropriately updated within established time frames.
    Drive the Tier 1, Tier 2 and Tier 3 groups to resolve problems within established SLAs and OLA’s.
    Coordinate remote datacenter activities, whether performed by j2 staff or by outside service providers.
    Contact Telco vendors to report circuit problems and escalate open trouble tickets to find resolution.



Job Requirements and Experience:

    Must be willing and able to any of the 3 shifts. On-call and shift based work is required.
    3+ years computer operations experience in a multi-platform environment (UNIX, Linux, Widows Server)
    Experience with j2 products and their features a plus.
    Experience with monitoring tools such as HP OpenView, Zabbix, SolarWinds, Gomez is a strong plus.
    Multi-tasking, self-motivated and project-oriented.   Project Management experience is a strong plus.
    Ability to work individually, within a team, and with other groups.
    Excellent verbal and written communication skills are required. Candidate must be well versed in Microsoft Office and will be required to develop process documentation.
    Bachelors Degree and Technical Certifications are a strong plus and can replace some work experience.
    IT Help Desk experience is a plus.
    Multi-lingual is a plus