Network Surveillance Expert

7 days ago


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

About National Grid USA

We connect homes and businesses to power, making sure supply and demand match each other. Our goal is to secure, clean energy that supports our world far into the future. We work towards the highest standards in everything we do, including how we support, value, and develop our people.

Job Summary

The UTOC Analyst position within the Unified Technology Operations Center (UTOC) Team is the first point of contact related to network health management. This role requires working in a team environment, under limited supervision and reporting to the UTOC Manager.

Main Responsibilities

  • Prioritize alarms and incidents to fulfill 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 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 development.

Requirements

  • 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.

Benefits

National Grid offers a competitive salary range of $77,000 - $90,000 per year, depending on qualifications and experience. This 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. 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.



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