Hybrid Global NOC Analyst II

at GM Financial

• Job title: Global NOC Analyst II
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Tech skills: Splunk
• Location requirements: Hybrid, Arlington, United States

About the role

• Global NOC Analyst II supporting network security and performance at GM Financial. Collaborating with teams to analyze, document, and manage technical issues and operational alerts in the network.

Responsibilities

• Collaborates with external and internal customers to analyze information needs and functional requirements and deliver the artifacts as needed and escalates complex or consequential issues to management
• Must have high attention to detail, be well organized and be a self-starter with the ability to resolve most conflicts and issues intuitively
• Uses a broad and deep understanding of technical concepts in multiple specialized fields to develop or find solutions
• Identifies and directs changes through appropriate review and approval mechanisms
• Responsible for taking immediate action when alerts are raised to notify appropriate technology groups and business entities in a timely manner often without immediate understanding of actual root cause
• Responsible for researching and documenting various processes and must stay current on changing technologies within the business in order to understand the significance and business impact of a given outage or problem
• Responsible for carrying out frequent pre-approved code deployments (software and code upgrades) on various systems in accordance with defined company processes ensuring proper change management procedures are followed
• Responsible for monitoring all areas of the company’s local area network, wide area network, voice network, defined server and application thresholds and system services using monitoring applications like SolarWinds (suite), HP Tools, Splunk etc.
• Requires strong intercommunication skills with upper level management, IT support teams, business departments and outside vendors
• Make recommendations for threshold changes, and alert configurations to improve the effectiveness of the NOC and reduce potential for business impacts
• Maintain and complete daily log (Shift log) detailing service and application availability and other issues that arise
• Recognize, identify, and report trends in hardware and application performance
• Escalate incidents and problems to the appropriate support departments with follow-up
• Initiate major incident notifications in response to high impact outages
• Monitor local and wide area networks, voice/telephony systems, and server infrastructure for performance and availability issues spanning local and remote network sites
• Communicate and escalate unavailable or degraded systems and services to the appropriate support teams

Requirements

• 3-5 years of experience in computer/customer support role Req
• 2-3 years NOC experience Req
• High School Diploma or equivalent desired
• Associate’s or Bachelor’s Degree in related field or equivalent work experience preferred
• Availability to work 4 days/week (fixed schedule), 10 hours/day (40 hours/week)
• Some after-hours work may be required
• Certifications from Microsoft, Cisco, ITIL, HP, and/or SolarWinds (SCP) preferred

Benefits

• Generous benefits package available on day one to include: 401K matching
• bonding leave for new parents (12 weeks, 100% paid)
• tuition assistance
• training
• GM employee auto discount
• community service pay
• nine company holidays