Senior IT Operations Analyst - NOC Shift Leader

• Manage day to day deliverables during the shift, under the overall direction of the NOC Manager (local at Toronto or in Singapore, depending upon shift timings
• The primary accountability of this position is to ensure that all work deliverables during the shift are efficiently managed with strong delivery and prompt escalations to the manager positions as needed
• Engage other teams or escalate to L2/L3 teams as necessary
• Smooth takeover of work as well as well documented and smooth hand over is part of the accountability
• Provide strong technical leadership while ensuring that NOC processes and procedures are followed properly by the team that they are leading. This includes ensuring proper use of automation, following proper remediation procedures, high quality ticket and vendor issue updates, handover documentation, etc.
• Collaborate strongly with the floor manager to manage the queue, work intake as well as delivery. This includes helping solve team issues and escalating issues as needed
• Engage in P2's or incident calls and provide suppor
• Engage with wider operational teams like EES/OCG and other support areas on an ongoing basis
• Ensure work being taken over is followed up promptly while providing proper handover to the next shift as well as to the Team Manager (including process issues or improvements, automation opportunities, etc.)
• Support the incident, change and problem management processes
• Manage incident queue and effectively prioritize and triage incidents based on critical devices and shared services
• Jointly prepare and manage team productivity and metrics along with the Manager positions
• Help develop team members, provide effective feedback and recognition when needed
• Provide meaningful input to Manager relating to performance of team members
• Help assess training needs, process gaps and improvement suggestions, automation opportunities and effectively communicate upwards to the Manager and Sr. Manager as require
• Assess impact and potential impact/risk and report to the manager very promptly when significant issues occur
• Provide update notifications in business language that can be shared upwards with senior management and leadership
• Manage escalations with internal teams and 3rd party vendors
• Manage chronic, repeat and aging incidents with proper internal/external escalations
• Support shift turnover process effectively
• Create MoPs and how-to docs for better support and training of new and junior team members
• Also, peer review such documentation created by other team members and provide suggestions for improvement
• Ensure existing Automation tools are utilized by the team to the max
• Explore new automation opportunities for any repeated tasks to reduce human touch
• Explore opportunities to enhance existing Automation tools
• Report on any challenges with internal processes, gaps, or any challenges with vendors and telcos
• Report on any new influx of repeated alerts/incidents to identify opportunities related to alert modification, etc. to reduce noise
• Identify and report on gaps for process optimization
• Provide input to manager on staff performance
• Proficient with Microsoft Office Suite of products (Word/Excel/PowerPoint/Outlook)
• Other duties as required

• Technology Degree/Diploma or equivalent work experience
• CCNP certified with a minimum of 8 years work experience in Network Operations/Production environment, or (Must have)
• CCIE certified with a minimum of 7 years work experience in Network Operations/Production environment (Nice to have)
• Strong team player, self-motivated, highly organized and able to multi-task in a fast paced, dynamic environment
• Strong communication skills, both verbal and written, are essential in order to interact with support groups, clients and vendors
• Experience and a sound understanding of network environments (TCP/IP, Cisco routers/switches, Firewall, Load Balancers, WiFi) including an excellent understanding of telecommunications concepts and Telco connectivity
• Proficient in executing diagnostic techniques with a sound foundation of monitoring tools which include SevOne, NetBrain, Infoblox, ExtraHop, ThousandEyes
• Sound second level problem determination and problem source identification skills with regards to the various network technologies utilized within the bank

Robertson & Company