Associate ROC Analyst

About Stem - Driven by human and artificial intelligence – Stem is unlocking energy intelligence.

Stem is a global leader reimagining technology to support the energy transition. Turning complexity into clarity, and potential into performance.
We help asset owners, operators and stakeholders benefit from the full value of their energy portfolio by enabling the intelligent development, deployment, and operation of clean energy assets. Our integrated software suite, PowerTrack, is the industry standard and best-in-class for asset monitoring, supported by professional and managed services, under one roof. Meant to tackle challenges as seamlessly as possible, Stem shows the information needed clearly and accurately and helps harness raw data to inform actionable insight. With global projects managed in 55 countries – from Germany to Japan and across North America – customers have relied on Stem for nearly 20 years to maximize the value of their clean energy projects.

Stem’s culture embodies diversity & inclusion beyond the traditional facets of gender, ethnicity, age, disabilities, and sexual orientation to include experience, personality, communication, workstyles, and more. At our core, Stem is at the momentous intersection of clean energy and software technology where diverse ideas, experiences, and professional skills converge to make the inclusive culture we have today. Together, we are turning old school thoughts about software and energy into progressive, collaborative, and innovative solutions. By joining our team, you will be collaborating with data scientists, energy experts, skilled salespeople, thought-leading executives and more from a range of backgrounds. This intersection of ideas, beliefs, and skills is what makes us unique enough to lead the world’s largest network of digitally connected energy storage systems.

The ROC (Remote operations center) Analyst performs technical analysis of system issues and outages as they occur across our fleet of networked Energy Storage Systems. This individual performs research to troubleshoot and resolve the issue or, depending upon complexity, escalates the issue to higher-level network engineers. The NOC Analyst is responsible for researching and documenting various mitigation strategies. This individual must be able to prioritize remediation of issues with critical uptime requirements. The NOC analyst may also perform basic system administration tasks such as network/system troubleshooting, patching operating systems and applications, and executing various scripts. As we expand our services internationally, we need techsto be able to cover off hourshifts from California’stime zone and therefore we are looking to bring up a team in India via our partner Also Energy. This will help us deal with backlog from overnight and help be prepared in the morning.

Responsibilities:

• Remotely Identify, prioritize, and troubleshoot incidents in accordance with customer business requirements, organizational policies, and operational impact

• Develop tools and processes to support continuous improvement initiatives

• Create new rules for our data engine, to support strategic root cause corrections

• Monitor and troubleshoot a wide variety of information and network systems that include, but are not limited to LAN/WAN systems, firewalls, IoT systems, operating systems, and energy storage management systems

• Track operational incidents in JIRA

• Coordinate with field technicians during installation and operational issue resolution

• Notify field service, customer operations, and third-party service providers of issues, outages and remediation status.

• Work with internal and external technical and service teams to support both temporary and permanent solutions to system issues, and to create and/or update knowledge base articles

Requirements:

• BTech/ BE degree in Electrical Engineering, Electrical and Electronics Engineering or Electronics and Communication Engineering from an accredited college or university.

• Good understanding of communication protocols that include but not limited to MODBUS RS485 and TCP/IP communications; Networking fundamentals like DHCP/Static, DNS, TCP/IP protocols; and router/switch configuration and IP address planning.

• Knowledge of electrical power systems, solar power systems and Battery Energy Storage Systems (BESS).

• Experience with analyzing large sets of data and data analysis.

• Knowledge of server operating systems and network devices.

• Ability to think creatively to resolve problems in ambiguous situations.

• Work with execution of custom scripts(light coding/understanding).

• Good verbal and written English language skills.

• Ability to work in flexible shift timings(24*7).

Preferred:

• Experience of solar asset performance analysis. BESS Experienced preferred.

• Experience providing remote support using virtual desktop tools.

• Experience with Jira, Confluence, Linux/ command line.

• Analytical aptitude and ability to work under given timeline.

• Field Support/ 24*7 Shift operation /Inter team coordination experience preferred

Stem, Inc. is an equal opportunity employer committed to diversity in the workplace and does not discriminate against any employee or applicant for employment because of race, color, sex, pregnancy, religion, national origin, ethnicity, citizenship, sexual orientation, gender identity, age, marital status, disability, genetic information, military status, protected veteran status or any other factor protected by applicable federal, state or local laws.