Network Surveillance Analyst

1 month ago

Syracuse, New York, United States National Grid USA Full time
About Us

National Grid USA is a leading energy company that connects homes and businesses to power, ensuring a reliable supply and demand match. Our team of experts works tirelessly to keep the lights on in schools, hospitals, and sports arenas, serving millions of people.

We strive for excellence in everything we do, including how we support and develop our people. Our goal is to create a culture where employees can thrive and reach their full potential. We celebrate diversity and welcome applicants from all backgrounds, offering flexible support and opportunities for growth.

Job Purpose

The UTOC Engineer position is the first point of contact for network health management. This role requires working in a team environment, under limited supervision, and reporting to the UTOC Manager. Due to the 24x7 support nature of UTOC, the Engineer will be on site for network surveillance and event management.

As the first point of event management, the UTOC Engineer'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 is highly valued, but not required.

Key Accountabilities
  • Prioritize alarms and incidents to meet SLA commitments.
  • Deliver proactive technology monitoring and implement corrective action to ensure optimal performance.
  • 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 the UTOC team and can work shift patterns.
  • Proactively monitor technology solutions to ensure events are captured and resolved before they become incidents.
  • Escalate issues to Senior Staff/Shift Lead/Manager.
  • Perform incident documentation by creating tickets.
  • 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 development.
Qualifications
  • 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 model.
Your Rewards

Rewarding work and a collaborative, team-oriented culture are just the beginning. Review our digital benefit guide at https://www.nationalgridus.com/careers/benefits for full details and descriptions.

This position has a career path that 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 USA 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 USA is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities, and protected veterans to join the National Grid USA team.

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