GOC Analyst (Friday - Tuesday; 8AM-4PM) at Careerlink

| Omaha, NE
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POSITION SUMMARY:

Responsible for monitoring the production environment, ensure the systems we monitor are online and functioning properly, escalate problems and issues to appropriate Core Service, Network Services, and/or Application Teams. The systems we provide monitoring for include but are not limited to; the Global Enterprise Data Center (EDC), Active Directory, Global Messaging, Networking, Enterprise Applications, and DIS/BizTalk.

Responsible for effectively coordinating and running SWAT calls and communicate outages via email notification to Global IT Staff, via GIS Notifications. Ensuring timely follow-up communications are sent and/or are coordinated between shifts to be sent as required.

Responsible for providing after-hours and overflow support to Enterprise Service Desk/ESD. Generating tickets via Remedy ticketing system, routing and resolving tickets as required. Assists with basic troubleshooting of systems, networks, and applications using standard troubleshooting tools/playbooks. Following standard operating procedures, performs first-level troubleshooting to determine/resolve problems. Escalates technical problems to Core Services, Network Services, or application owners to determine corrective actions after initial troubleshooting has been completed/documented as outlined in playbooks.

The Global Operations Center provides services 24x7, the ability to work independently and efficiently without direct supervision of day-to-day tasks is required. Operational tasks and maintenance procedures are completed, and service level agreements are met using industry-standard monitoring tools. Shifts are static and do not rotate. However, we are required to provide coverage 24x7 which may require individuals to cover shifts that fall outside of their normally scheduled working hours.

Has a solid foundation and knowledge of the software applications and utilities, server operating systems, network protocols, architecture and terminology, monitoring tools, backup/storage software, ticketing system, and operating system in our environment to effectively complete daily tasks and proactively notify department leads of issues.

ESSENTIAL FUNCTIONS:
  • Monitor servers, systems, and storage environments in the Global EDC: consults and/or escalates with necessary teams/owners. Basic troubleshooting/documentation.
  • Monitors Global Messaging/M365 environment: consults and/or escalates with necessary teams/owners. Basic troubleshooting.
  • Monitors Active Directory environment: consults and/or escalates with necessary teams/owners. Basic troubleshooting.
  • Monitors Global Network environment: consults and/or escalates with necessary teams/owners. Basic troubleshooting.
  • Monitors Enterprise Applications: consults and/or escalates with necessary teams/owners. Basic troubleshooting.
  • Follows documented escalation procedures for all services and ensures timely escalation.
  • Utilizes monitoring tools to ensure availability and functionality of all monitored services & applications.
  • Utilizes basic systems, network, and application tools for troubleshooting.
  • Ensure documented escalation paths are current.
  • Ensure documented monitoring, troubleshooting, and escalation procedures are current.
  • Work with appropriate teams and owners to ensure proper monitoring, troubleshooting, and escalation processes are current.
  • Responsible for following IPG's Standard Policies & Procedures in the completion of their job duties.
  • Assists ESD and provides customer service as required.
  • Seek ways to improve The GOC's functions and increase the level of responsibilities.
  • Document updated processes, outages, and shift information in the pass-down log.
  • Seek to increase knowledge, document new processes, and training team members on new processes to ensure overall team success.
  • Perform other job duties and responsibilities as assigned.

EDUCATION, SKILLS AND EXPERIENCE REQUIREMENTS:
  • High School diploma is required.
  • An Associate degree in Computer Science or related discipline is preferred.
  • At least 2 years of experience monitoring systems, networks, Active Directory, Messaging, and Enterprise Applications required.
  • Experience with Microsoft Windows 10.
  • Experience with Monitoring Management software (OpenView, SolarWinds, RDP, etc.) is required.

BENEFITS OF JOINING IPG:

One of our primary goals is to support the health and well-being of you and your family. Our compensation plan includes the following benefits, in addition to many others:
  • Healthcare Options
    • Medical
    • Dental
    • Vision
    • Prescription
  • Dependent and Health Care Flexible Spending Accounts
  • 401(k) savings plan with company match
  • Flexible based Paid Time Off
  • Employee Assistance Program
  • Legal Assistance Plan
  • Tuition Reimbursement
  • Employee Stock Purchase Plan
  • Exclusive discounts on cell phones, gyms, and everyday purchases

IPG is an equal opportunity employer and we value diversity, inclusion and equity at our company. We do not discriminate on any unlawful basis including race, religion, color, national origin, disability, gender, sexual orientation, age, marital status, veteran status, or any other basis prohibited by law.
More Information on Careerlink
Careerlink operates in the HR Tech industry. The company is located in Omaha, NE. Careerlink was founded in 1992. It has 16 total employees. To see all 491 open jobs at Careerlink, click here.
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