Job title: IT Operations Analyst Lead – NOC
Company: Kendra Scott
Job description: DepartmentITJob DescriptionAbout Kendra ScottWe are a fashion-lifestyle brand of big dreams, colorful confidence, and inspired design. Founded on Family, Fashion and Philanthropy, we believe that our employees and customers are the heart and soul of our brand, and that giving back is the truest form of success. Fashion meets innovation in the design of our two state-of-the-art facilities based in the heart of Austin, Texas, and overflows into the design of our growing retail environment across the country.Position Overview
The IT Operations Analyst Lead – NOC is a member of the IT team and reports to the IT Operations Director. This is an exempt, full time, salaried position whose primary duty is to provide technical support for end users. As a IT Operations Analyst Lead – NOC, your duties include monitoring and resolving system and network alerts, troubleshooting and resolving. lead special projects, train new employees and assist the IT manager on urgent requests pertaining to business needs that embraces the Kendra Scott core values.Responsibilities:
- Handling incident management, communication (written and verbal), and troubleshooting with limited direct supervision
- Monitor events and alerts, triage/analyze and resolve or escalate as appropriate
- Using all monitoring tools to monitor the availability and performance of critical applications, systems, and networks
- Perform all incident management and reporting activities
- Provide technical and non-technical communication to internal customers and 3rd parties of issues, remediation, and resolution status
- Analyze metrics and report performance trends to assist technical personnel to predict future issues or outages
- Utilize network/system/application monitoring tools to monitor a wide variety of systems that include physical/virtual/cloud servers, public facing web/mobile apps,networking, and storage
- Perform basic systems testing and operational tasks (installation of patches, network connectivity testing, script execution)
- Interface with other Local Exchange Carriers, Interexchange carriers, ISPs, and Vendors
- Utilize ticketing system to track and document customer troubleshooting and communication
- Fast paced, high volume position requiring excellent verbal and written skills
- Validate problem descriptions and perform detailed problem diagnosis
- Perform collaborative tier 2 technical support including ticket entry, service restoral and perform troubleshooting to isolate issues related to the network infrastructure, system and applications
- Assist in documentation of procedures and processes
- Detailed understanding of monitoring/troubleshooting practices and procedures
- Act as Liaison between System and Network Engineering
- Maintain, validate, and update monitoring
- Lead IT projects/involvement in implementing new technologies
Our Ideal Candidate Will Have:
- Bachelor’s degree or equivalent experience
- 5+ years’ experience as an IT Analyst for a high-growth company
- Working knowledge: Cisco Meraki, MS365 suite, Sharepoint, Logic Monitor or comparable tool, AWS, Azure, Active Directory, DNS, DHCP
- Monitoring of endpoints for malware and security breaches, leveraging both Crowdstrike Falcon and Qualys.
- Provide management with regular metric and KPI reports on tickets, equipment, licenses, and vulnerabilities.
- Deploy and manage devices via the VMware Workspace One UEM MDM platform.
- Manage all deployed systems and applications for end users.
- Monitor and configure alerting using LogicMonitor or other monitoring tools
- Experience working in a process-oriented workflow environment
- Proven customer experience and practiced communication skills, both orally and written
- Experience with Event management and network monitoring tools
- Great verbal and written communication skills
- A strong ability to build cross functional partnerships and work collaboratively
- A growth mindset: desire to learn, grow and embrace new ideas
- A shared appreciation for our 3 core values of Family, Fashion and Philanthropy
We are an equal opportunity employer and value diversity at our company.DivisionHome OfficePosition TypeFull TimePay ClassSalary Admin
Expected salary:
Location: Austin, TX
Job date: Fri, 12 Jul 2024 06:55:23 GMT
