Network Operator

Description:
*This role is Night Shift: Hours 1800 to 0600 CST (Central Standard Time) Rotating 12-hour shift in GPO. Weeks start on Sunday – Saturday. One week would be Sun, Wed, Thu. 2nd week would be Mon, Tue, Fri, Sat.

Coordinates, monitors, administers, and services technical environments. Completes implementations, carries out integration activities, and provides operational support for technical environments. Monitor enterprise systems and network to ensure continuous availability. To independently troubleshoot, resolve and escalate incidents and problems when detected. To interface with vendors and ensure appropriate resolution during system outages, change windows or periods of reduced performance. Perform routine tests and maintenance of assigned systems, networks and peripheral equipment.

Responsibilities:
• Monitor enterprise network for system performance and availability.
• Monitor Moogsoft AIOps, and other consoles, monitoring tools or dashboards to ensure optimum performance within the environment
• Detect, isolate, diagnose, record, escalate and resolve operational issues, incidents and outages within agreed timeframes
• Create and update incident and change tickets daily using ServiceNow
• Accurately report all actions taken when managing alerts on events
• Interface with other ETS support teams and/or vendors to resolve enterprise system outages or periods of reduced performance, in accordance with established policies and procedures
• Monitor alerts during change windows to ensure that service is restored
• Perform routine tests of assigned systems and report test results
• Assist other ETS staff in testing system/applications
• Track and report all branch related outages and service interruptions

Qualifications – All required unless otherwise noted
• 2 years of enterprise network monitoring experience
• Working knowledge of IT terminology, network topology, commands and device relationships
• Working knowledge of technical inter-relationships between software/hardware and desktop/ LAN/ Host systems
• Experience in problem resolution including determining root cause, scope and scale of issues
• Experience with validating system availability and performance
• Experience with enterprise system monitoring tools such as LogicMonitor, Splunk, Moogsoft, SolarWinds
• Research, analytical, and problem solving skills
• Effective skill exercising initiative and using good judgment to make sound decisions
• Effective skill in producing desired results and achieving goals and objectives
• Effective skill supporting a global 24/7, member/customer focused services operation
• Effective verbal and written communication skills
• Ability to respond quickly and accurately in high pressure situations
• Ability to effectively manage tasks and job duties with shifting priorities
• Ability to document and apply policies, standards and procedures
• Ability to work independently and as part of a team
• Other duties as assigned

Unusual Working Conditions:
• This is position is designated as “ Essential Personnel” which will require the incumbent to be called to work a flexible schedule (days, nights, weekends, and holidays) due to business needs and/or in the event of emergency, inclement weather, pandemic, reduced site operations or training
• This is a rotating schedule position which requires working every other weekend (Friday, Saturday and Sunday)