What are the responsibilities and job description for the NOC Problem Analyst position at Hotwire Communications?
The Problem Analyst conducts root cause analysis of network incidents, preparing, and presenting detailed reports, collaborating with various teams for preventive and corrective actions, tracking incident trends, maintaining a knowledge base, and providing training on best practices.
Duties / Responsibilities:
- Prepare and present root cause analysis reports that include the incident details, impact statement, resolution statement, root cause, and the preventive or corrective actions.
- Utilize various tools and methods, such as log analysis, network monitoring, fault isolation, and data correlation as part of the analysis.
- Follow up with the relevant stakeholders to ensure that the preventive and corrective actions are implemented and verified.
- Track and monitor the trends and patterns of network incidents and root causes and identify the areas of improvement and optimization.
- Identify recurring platform issues and resolve or engage service owners to drive resolution.
- Collaborate with cross functional teams to share the root cause analysis findings and recommendations, and to provide feedback and suggestions to operational processes.
- Update and maintain the root cause analysis database and knowledge base and ensure that the information is accurate and up to date.
- Respond and complete requests within SLA via a trouble ticketing system.
- Mentor peers in your areas of technical and operational strength.
- Collaborate with engineers, technicians, customers & stakeholders.
- Other duties as assigned by Supervisor.
Minimum Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Bachelor’s degree in information technology, computer science or systems & network administration or 5 years of relevant job experience.
- ITIL 4 certification or Yellow Belt Six Sigma certification or higher.
- At least 2 years’ experience in program or project management.
- Strong knowledge of validation test execution, requirements traceability, defect reporting, and automation concepts.
- Must have active and clean, non-restrictive, state issued driver’s license in assigned territory.
BENEFITS:
We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:
- Comprehensive Healthcare/Dental/Vision Plans
- 401K Retirement Plan with Company Match
- Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
- Paid Volunteer Time
- Paid Parental Leave
- Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
- Employee Referral Bonuses
- Exclusive Entertainment Discounts/Perks
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Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
