Note: The job is a remote job and is open to candidates in USA. DMI is a provider of digital services and technology solutions, including managed IT services, cloud, cybersecurity, network operations, and application development. The NOC Analyst provides 24x7 monitoring support for a city-wide optical network environment, responding to network faults and outages, creating and managing incident tickets, coordinating notifications, and following ITIL-based procedures and service level agreements.
Responsibilities
- Proactively monitor core network systems, regional fiber optics, and active/passive hardware via centralized management tools for live alarms
- Identify and react to all network alarms via monitoring tools/systems, customer ticket generation, and phone/email/text/direct message matters
- Ticket creation/update/closure within the ITSM platform(s)
- Execute triage procedures per SOP/MOP, following event severity, impact, and escalation requirements
- Act as the primary source of information and notification for all outages/events, providing clear status updates to internal departments, customers/end users, partners and vendors
- Track hardware replacements, fiber cut(s)/degradations, and mobilized repair teams and field operations
- Support continual service improvement along with procedure improvements
- Generate necessary information, reports, and status updates as needed and for handover to incoming team members
Skills
- • In depth or hands-on knowledge of optical test equipment (OTDR, ONT, Redlight, OLTS, etc)
- • Exceptional written and verbal communication skills
- • Attention to detail
- • Able to work with a multi-tasking aptitude under high-pressure scenarios while maintaining customer-facing professionalism
- • In-depth understanding of Layer 1/2/3 protocols including DWDM, Sonet/SDH, VLAN, Spanning Tree, MPLS, OSPF, and BGP
- • Experience with network monitoring systems and ticketing/ITSM platforms
- • Ability to read and understand GIS Maps, engineering drawings and route schematics
- • Must be able to work rotating shifts, weekends, holidays, and overnight schedules
- • Must have prior experience in a 24 x 7 operations/engineering environment
- • Cisco, Nokia, Ciena, or other primary fiber optic/network equipment manufacturer certification(s)
- • Familiarity with BICSI Standards
- • Experience in a government support role
- • ITIL v4/v5 certification
Benefits
- Remote work arrangement in the US
- Virtual health visits
- Commuter perks
- Pet insurance
- Entertainment discounts
- Annual performance reviews
- Tuition assistance
- Internal career growth opportunities
- Generous 401(k) matches
- Life insurance
- Disability insurance
- Financial wellness tools
- Annual awards
- Service anniversaries
- Referral bonuses
- Peer-to-peer shoutouts
- Healthcare coverage
- Wellness programs
- Flu shots
- Biometric screenings
Company Overview
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