NOC Analyst at Boxxe Group managing incidents for Managed Service Customers. Responding to support incidents and maintaining operational efficiency in a hybrid work setting.
HC
Onsite Senior Infrastructure Services Delivery Analyst
Posted 4 hours ago
About the role
- Sr Infra Svc Del Analyst collaborating with various teams on infrastructure solutions at HCSC. Designing and building infrastructure solutions to improve deployment times and operational viability.
Responsibilities
- Responsible for collaborating with Solutions Engineering, Infrastructure Operations, and Infrastructure Service Management teams in the design and build of infrastructure solutions/blueprints for area of responsibility.
- Participate in the design and build of repeatable patterns (build-kits) to improve deployment times for non-prod and prod environments.
- Involved in transition knowledge to Infrastructure Operations.
- Participate in design, development, and implementation of end-to-end Infrastructure solutions/blueprints as part of a cross-functional team with service targets and cost models.
- Provide technical depth in the installation, configuration, administration, and operations of technologies in the area of responsibility.
- Work with DevOps and Automation Engineering to support Infrastructure automation projects and maintain and update existing automation solutions to continually improve the provisioning times for IT environments.
- Participate in the development of appropriate documentation for Operational Readiness activities as part of a cross-functional team.
- Design and build of pilot solutions utilizing new technologies and implementing new product features and enhancements.
- Ensure integration and operational viability for Infrastructure Products in the area of responsibility.
- Coordinate with onshore/offshore teams to drive Infrastructure builds and to resolve issues.
Requirements
- Bachelor degree and 4 years in Information Technology OR Technical Certification and/or College Courses and 6 year Information Technology experience OR 8 years Information Technology experience
- Experience with monitoring and event management technologies
- Experience with UCCE / UCM and UC / Collaborations contact center technologies
- Experience with Microsoft Teams voice services
- Session border controllers
- SIP proxies
- PSTN edge services
- Voicemail
- Instant messaging
- Emergency responder services
- IP-PBX
- Cloud softphone services
- SIP protocol
- SIP trunking
- Hypervisor experience / Nutanix / VMware virtualization
- Able to pull, analyze, and react to logs during research and troubleshooting
- Able to lead projects and troubleshooting session
- Infrastructure Automation
- Supplier management
- Continuous improvement
- Incident management
- Problem Management / RCA
- Customer service oriented
- Adaptability and ability to introduce / manage change
- Drive conflict management in high pressure situations
- Performance / metrics-driven decision making
- Operations Management
- ITIL v3
- Ability to simplify & standardize complex concepts / processes
- Understanding of business priorities (e.g., vision), trends (e.g., industry knowledge) and markets (e.g., existing/ planned)
- Problem solving tools and techniques
- Drive cross functional execution
- Comfortable collaborating internal business customers and IT team members
Benefits
- health and wellness benefits
- 401(k) savings plan
- pension plan
- paid time off
- paid parental leave
- disability insurance
- supplemental life insurance
- employee assistance program
- paid holidays
- tuition reimbursement
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