Service Assurance Analyst

Job Title: Service Assurance Analyst
Job Location: Atlanta, GA
Contract Duration: 3+ months

Summary:
• Responsible for monitoring and triage of IT Operations infrastructure, applications, & services within the operations production environment.
• Infrastructure includes hardware, software, application layer, database management systems, network and security, and support tools.
• Monitors and maintains production systems to ensure integrity, performance, accessibility, and recovery of service.
• Analyses and optimizes systems and services monitoring.
• Notified of alerts by through monitoring tools and inbound calls and performs procedures for assessing alerts and troubleshooting issues.
• This position may also provide support on larger more complex projects/assignments.
• To ensure all issues are communicated promptly and accurately to the appropriate people.
• Monitors and tracks to ensure all Service Level Agreements (SLA) are met.
• The monitoring of all necessary components of the IT NOC including key facility components of the Duke Drive Technology Center.
• Perform issue triage by following pre-defined operational procedures for responding to alarms.
• Working together with other department personnel as a team to ensure all customers, both external and internal has all of their service needs met.
• Collect and validate CMDB information as needed/assigned to include escalation for corrections as needed.
• Review and provide reports on existing procedures to IT NOC, helping to identify any outdated or incomplete operational procedures.
• Maintain Six Sigma level of support for problem resolution.
• Pro-active action against data network elements requiring attention, to include trouble and change ticket generation, escalation and submission of outage notifications
• Support the creation and update of documentation for procedures to support applications & services monitored by the IT NOC.
• Track, analyze and report on incidents and outage conditions.
• Assistance with Post Incident Review generation and all post mortem documentation for escalated events.
• Escalates issues to on call SME if the existing documentation proves inadequate for resolving the alert within the defined timeframes (meet or exceed SLAs).
• Development and tracking of metrics to identify chronic issues, issue trending.
• Support root cause analysis, patching, and code push planning as needed.
• Must be available for night/weekend shift work, & possible on call rotations.
• Travel as necessary to support the business needs.
• Any other assigned tasks required to support the success of the IT NOC.
• Must demonstrate initiative and determination with respect to improving operations in the IT NOC.

Required Skills:
• BS/BA or Associates degree in related discipline;
• Experience in voice technology support
• Experience in call center technology
• Familiarity and background in troubleshooting complex voice & data systems preferred
• Demonstrates skill in data analysis techniques by resolving missing/incomplete information or inconsistencies/anomalies in more complex research/data

Preferred Skills:
• Familiarity with Avaya Communications Manager, Remedy ticketing systems, Cisco switching and routing hardware and configurations, MS SQL server
• Familiarity with monitoring software including Netcool, Sitescope & others.
• Familiarity with AS-400 GUI and interfaces
• Familiarity with ITL practices and methodologies

Ishan Sharma

Tech Providers, Inc.

(404) 594-6193