IT - Network Operations Analyst, Associate

Pyramid is a leading Information Technology Consulting services company headquartered in metropolitan Atlanta, GA with prime emphasis on the following service offerings: 

• Staff Augmentation 
• Lifecycle IT solutions 
• Application Development & Support 
• Outsourced Testing 
• Mobile Development and Test Automation

Job Title: IT - Network Operations Analyst, Associate

Location: Fairfield, CA

Duration: 1 Year Long Contract

Responsibilities:

• This is the Eyes on Glass role, which monitors the network systems and application events.

• Monitor network devices, interfaces and applications through intelligent devices and automated programs as directed.

• Create and track incident tickets, change requests, work orders, service requests and assignments as directed.

• Issue initial outage notification event communications as directed. Isolate and correlate multiple customer issues identified with alarms / alerts received to eliminate duplication of events as instructed.

• Initiate major outage communication technical bridges as requested.

• Apply fix procedures as instructed for repetitive events as instructed.

• Network/System/Application monitoring - Monitoring & Scheduling alarms & alerts based on Eyes on Glass , Initial Outage Mgmt., Notifications, 7x24 hour support. Manage alarms and alerts received from existing monitoring programs with previously defined business rules.

• Monitor network, applications, and systems across the clients enterprise for alarms/alerts received from incidents, unauthorized or failed changes.

• Timely implementation of predefined Playbooks, Run-books, Work Instructions or Business Rules changes as directed.

• Create/Assign incident tickets based on priority, impact and complexity to the appropriate fix agents.

• Provide feedback on alarms, Run Books, process efficacy and knowledgebase to service manage, OSS Tools and operations support as necessary.

• Escalate incidents as needed if not well-defined by Run Books or work instructions.

Qualifications:

• PLEASE NOTE: this is a 7 x 24 hour operations center that is open 365 days a year. The schedule is Tuesday- Saturday, 1pm-10pm. This schedule will not change for the duration of the assignment.

• This is also a NERC CIP location and the extended background check must be done.

• HS Diploma or equivalent work experience.

• AA in Information Technology or related field or equivalent work experience desired.

• Basic knowledge of network protocols, software applications, or operating support systems desired. May require certification applicable to the technology being supported.

• 1 year experience in telecommunication, internet, or network operation center environments desired.

• Previous experience working in ticket management systems/ applications (i.e., SMC Remedy), monitoring network devices or software operating systems desired.

• Additional desires: Qualitative and quantitative analytic & problem solving skills, Ability to learn new concepts quickly, Organizational skills, Advanced verbal and written communication skills, Proficient in Microsoft Excel and Word, Is able to work independently or as part of a team, Has novice/ basic knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Gas, Electric, Telecom Network, TCP/ IP, Adheres to Work Instructions and/or processes as defined in Run Books and Playbooks, Applies technical skills to resolve incidents of well-defined scope as specified by procedural guidelines. Must be available to work a varied shift schedule in a 7 X 24 hour operations center environment. May require some local traveling for training, meeting, etc. Able to support shift schedules as required to meet business needs.

All your information will be kept confidential according to EEO guidelines.