NOC Analyst

What you will be doing? 

The role of the NOC Analyst plays a critical role in the overall experience our customers have with the Atturra Group. Our customers expect to be able to talk to highly capable analysts who understand our products and services and can deliver real time technical expertise resulting in first contact resolution.

Operational Execution:

• Delivers customer access network and resolution of all incidents and service requests.
• Achieves a high level of first contact resolution amongst the team to ensure a world class experience for our customers.
• Delivers incident management ensuring that all stakeholders are informed in a timely manner and matters are escalated as needed until satisfactory resolution has been reached with the customer (internally or externally).
• Responds to and closes cases efficiently with documentation to ensure good records are kept for customers and internal teams.

Incident and Major incident management: 

• Incident management including coordination of outage, raising technical bridges and running
• Technical bridges, organising war rooms.
• Inputs to case reviews as required.
• Case management, meeting and tracking of SLA's to ensure positive customer experience throughout interaction.
• Provision of professional services to our customers.
• Provides clear communication to the customer regarding the process and any associated costs.
• Fulfilment of service requests.
• Provisioning of services.
• Provides documentation to support the order to fulfilment of professional services.

Inventory Management: 

• Identifying inventory requirements.
• Asset tracking and documentation/recording within appropriate registers.
• Adherence to process for understanding our inventory and costs.
• Continuous Improvement.
• Identifies areas/opportunities for continuous improvement across the entire function.

Event Management: 

• Proactive management of all Atturra NZ Network and Infrastructure including diagnosis and restoration activity.
• Identifying and mitigating risk.
• Achievement of performance against SLA's.
• Data centre access:
• Provides service to enable data centre access.
• Ensure H&S Certification and compliance of technicians attending the data centres.
• Personal Development
• Takes responsibility for own performance and development and proactively seeks opportunities to grow individually and with the team leader.
• Proactively provides data to support achievement against performance objectives

What will make you successful? 

• Essential

  • Be punctual and work the hours and times specified.
  • Prioritise workload to ensure work of the greatest importance to the business is undertaken with urgency and to a high standard.
  • Support and help develop a positive workplace culture.
  • Demonstrate excellent interpersonal communication skills.
  • Responsibly manage all business resources within accountability levels.
  • Undertake all duties and responsibilities outlined in this Job Description and all other duties as required by the business.
  • Comply with all employment obligations.
  • Promptly undertake to complete all reasonable and lawful instructions and directions given.
  • Serve the business in good faith, promoting and protecting the business' best interests.
  • During work time, and such other times as may be reasonably required, dedicate all effort to the execution and fulfilment of the duties, responsibilities, obligations and instructions related to employment.
  • Demonstrate through own actions a commitment to Health and Safety at work when undertaking work or observing others in the workplace.

Skills and Qualification required:

• Tertiary degree in Network technology or equivalent.
• Relevant business related degree.
• 2 years in a NOC framework with a business to business relationship.
• 2 years of experience in an ITIL framework.
• Highly competent in providing technical support for ICT and network services.
• Strong stakeholder and vendor relationships.
• Ability to communicate effectively with senior executives in our customer base and internally.
• Strong influencing and communication skills.
• Proven ability to adapt and change