Service Operations Analyst
Company: National Grid
Location: Syracuse
Posted on: January 23, 2025
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Job Description:
About usHere at National Grid, we connect homes and businesses
to power, making sure supply and demand match each other. We make
sure the lights are on in schools, operating theatres, and sporting
arenas; we're thousands of people working on behalf of millions of
people. And whatever your role, wherever you work with us, you'll
help us hit stretching targets and achieve our far-reaching goal:
to secure, clean energy that supports our world far into the
future. Here, you will be at the heart of energy.At National Grid,
we work towards the highest standards in everything we do,
including how we support, value, and develop our people. Our aim is
to encourage and support employees to thrive and be the best they
can be. We celebrate the difference people can bring into our
organization, and welcome and encourage applicants with diverse
experiences and backgrounds, and offer flexible and tailored
support, at home and in the office.At National Grid, we light up
the world by harnessing the unique strengths of our people. Join us
as an Analyst, of Critical National Infrastructure to be part of a
team that's driving forward the energy transition, creating a
brighter, more sustainable future for all. Unleash your superpower
and bring energy to life.National Grid is hiring an Analyst, of
Critical National Infrastructure.This role is 100% onsite at our
Syracuse, NY office. This role is for 3rd shift Wednesday to
Saturdays 10PM-9AM 4 days a week.Job PurposeThe UTOC Analyst
position within UTOC (Unified Technology Operations Center) Team is
the first point of contact related to network health management.
The person in this position is required to work in a team
environment, under limited supervision and reports to the UTOC
Manager. Due to the nature of UTOC's 24x7 support business, the
Engineer 1 will be on site for network surveillance and event
management.UTOC Team provides communication, information, and
resolution on all network related events to management and our
internal customers. As the first point of event management; the
UTOC Engineer 1's goal is to provide an efficient and effective
response to Network issues via triage, escalation, resolution, and
follow-up. Previous experience in a NOC environment highly valued,
but not required.Key Accountabilities* Ability to prioritize alarms
and incidents to fulfil SLA commitments.
* Deliver proactive technology monitoring and implement corrective
action to ensure optimal performance.
* To provide diagnostics and technical updates on incidents to
other members of the operations and engineering teams and senior
management.
* Identify opportunities to improve processes and sponsor the
introduction of system changes to improve efficiency.
* Work well within our UTOC team and can work shift pattern.
* Proactively monitor technology solutions to ensure events are
captured and resolved before they become an incident, whilst in the
event of a major service outage, liaise with all relevant
departments to undertake emergency fault diagnostics to
resolution.
* Escalate issues to Senior Staff/Shift Lead/Manager
* Perform incident documentation by creating tickets. Incident
documentation includes selection of the affected party,
prioritization of the incident, filling in the mandatory fields
such as type and time of incident and a brief description.
* Update internal customers and management regarding the status of
their inquiries or issues.
* Research and resolve issues such as documentation requests,
repeat issues, customer follow-up as appropriate, recommend any
process improvements and provide shift turn over status.
* Be the front line to UTOC's technical support staff by
coordinating and routing incidents, calls and tickets.
* Monitor the alarm activity through the Network Management -
monitoring system.
* Track incidents where applicable to verify that response times
and availability requirements established in the SLA are met.
* Create and update tickets with 100% accuracy, following
established procedures
* Execute projects given by Management
* Personal Training and Career developmentQualifications* Requires
a minimum of 2 years of network surveillance experience or degree
in related fields of study.
* Exceptional written and oral communication skills.
* Must be able to document issues with a high level of accuracy and
attention to detail.
* Ability to multitask in a fast paced and demanding
environment.
* Working knowledge of TCP/IP, subnetting and the OSI network
modelMore Information#LI-RK1Salary$77k - $90k a yearThis position
has a career path which provides for advancement opportunities
within and across bands as you develop and evolve in the position;
gaining experience, expertise and acquiring and applying technical
skills. Candidates will be assessed and provided offers against the
minimum qualifications of this role and their individual
experience.National Grid is an equal opportunity employer that
values a broad diversity of talent, knowledge, experience and
expertise. We foster a culture of inclusion that drives employee
engagement to deliver superior performance to the communities we
serve. National Grid is proud to be an affirmative action employer.
We encourage minorities, women, individuals with disabilities and
protected veterans to join the National Grid team.
Keywords: National Grid, Syracuse , Service Operations Analyst, Professions , Syracuse, New York
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