Senior Network Center Operations Analyst

Job Requisition #: JR64330

End Date: 8/26/2022

Location: New Castle, Delaware

Position Type: IT & Technical Operations

Shift: Day Shift, No Rotation

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PRIMARY FUNCTION:

The position is responsible for monitoring, troubleshooting and resolving critical infrastructure issues 24 hours per day 7 days a week.  These systems and components include but are not limited to; Network switches and routers, Microsoft core components such as Windows OS, Active Directory, Group Policy, Authentication, System Center Operations Manager for elevated monitoring and alerting, Exchange Mail, Citrix, Enterprise Print, File/User Servers, Share Point, Spectrum, DNS, Enterprise backup technology, AWS, VMC on AWS, VMWare, Site Recovery Manager, Certificate management, Tools utilized for incident, request, change management and CMDB.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

  • Monitor and operate control consoles of computer systems, network, facilities, and all attached peripheral equipment. Uses tools that subject matter experts recommend to dive deeper into incident or problem management.
  • Optimizes system utilization by adjusting system resources to meet Service Level Agreements. Intermediate remediation and consult with SME to modify system resources to meet performance or availability goals.
  • Detects, analyzes and resolves routine computer production processing incidents / events. Advanced events, incidents, problems and consulting with SME for complicated situations.
  • Detects, troubleshoots, analyzes and resolves system alerts and incidents. Expert troubleshooting skills and able to address system alerts and customer incidents.  Engage/consult with appropriate SME to get guidance on additional troubleshooting or remediation steps. Create documentation, educate, and provide turnover to other NOC caregivers.  
  • Coordinates scheduled and unscheduled system outages, upgrades. Perform basic on site go live assistance, back-out remediation, and HA Failovers.
  • Maintains system security authorizations and system accesses to maintain the operating system's integrity and protect proprietary information. Future processes will include performing change for system owner or grant admin rights to owner at time of change.
  • Researches the modifications required to accommodate the implementation of system upgrades. Utilizes appropriate resources from CCHS, Internet, Vendor and Manufacturer forums.
  • Directs and coordinates the implementation of computer system upgrades in a timely manner. Active participant in upgrade, failover and go live activities.
  • Identifies and pursues opportunities for the continuing professional development of self to enable increased understanding of the various Christiana Care functions and how new information technology can be applied at Christiana Care. Uses critical infrastructure technology components and key systems to develop development plan for self then works with appropriate SME's to gain knowledge.
  • Interacts with team members and executives/management in a friendly, supportive and timely manner. Proactive when trends are noticed, and actively participate in service interruptions providing valuable troubleshooting and analysis from various monitoring tools.
  • Keeps abreast of all key critical technologies and educates (provides training for) others within the team.
  • Learns and applies the internal workings of computer system to the automation tools to effectively manage system resources, operations and processes across multiple platforms. Identify opportunities to create automation to reduce manual intervention for repeat operational work items.
  • Mentors and assists team members on new technology and methods of providing support. Looks for trends of alerts, incidents and problems to create mentoring opportunities with team members.
  • Monitors system performance and capacities, making recommendations toward optimizing system productivity. Investigates basic problems, malfunctions, and errors using all available expertise and assistance to determine corrective measures in a timely fashion in order to maintain a viable production environment. Respond to alarms and uses all available tools and resources to identify performance and capacity trends to eliminate incidents or problems.
  • Provides basic technical assistance, support, turnover training to maintain operational readiness. Provide on-site assistance to SME's, engineers and application owners
  • Uses leadership skills to foster a learning environment. Creates own self development plan
  • Addresses outdated and incorrect procedures and processes. Uses history and trend information to make recommendations to SME, then updates procedures and trains appropriate staff.

EDUCATION AND EXPERIENCE REQUIREMENTS:

  • Bachelor's degree in Information Resource Management, Management Information Systems, Engineering, Computer Science, Business Administration or experience consistent with the Information Center Analyst job responsibilities.
  • 5 - 10 years of experience in Information Services.
  • Should be functioning without close supervision within a 6-month period.

KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:

  • Advanced skill in analyzing and interpreting user problems.  Ability to perform, under pressure to resolve those problems quickly.
  • Strong communication skills for facilitating knowledge turnover and communication during high stress situations.
  • Skilled in identifying key or important elements of the assignment, anticipating potential problems and taking steps to avoid them. Digs for events that are not in standard filter.
  • Skilled in all forms of electronic, written and verbal communication skills. Knows most effective method of communication given situation.
  • Skilled in Computer Operations tasks such as console monitoring, event notification, etc.. Advanced ability to interpret alarms and make good judgment calls.
  • Expert knowledge of Windows operating systems and basic knowledge of UNIX operating systems.
  • Knowledge of Storage technologies and Backup solutions. Basic support of critical functions.
  • Knowledge of SQL databases. Basic support of critical functions.
  • Knowledge of VMware technology and tools. Basic support of critical functions.
  • Knowledge of Spectrum, SCOM, SevOne, Nagios, VROPS, VDI Director, Airwave and other monitoring tools. Basic support of critical functions.
  • Knowledge of Disaster Recovery drills and existing with execution and configuration.
  • Knowledge of Networking concepts, monitoring and troubleshooting.
  • Knowledge of infrastructure technologies like DNS, IP Management, Active Directory, File/Print services, Radius, etc...
  • Knowledge of Powershell and other scripting tools. Ability to read and understand basic scripts while possessing the ability to communicate and educate others to execute.
  • Knowledge of incident management, knowledge management, and change management processes.
  • Knowledge of Cloud computing technologies including IAAS, PAAS management methodologies and processes related to operational responsibilities.
  • Knowledge of ServiceNow for processing of incident, change and request items.
  • Knowledge of certificate management renewal and maintenance processes.
  • Knowledge of infrastructure vulnerability remediation processes. Ability to implement recommended fixes as a part of a group while coordinating downtimes with multiple SME contacts.
  • Knowledge of certificate management processes and coordinates renewals for existing systems and creates new CSRs for new system configurations.
  • Ability to coordinate complex problems with various SME and Vendor contacts. Active participant in technical discussions facilitating issue resolution.
  • Basic concepts and ability to use systems thinking skills to address complex problems.
  • Ability to troubleshoot complex computer system alerts, incidents and problems. Expert troubleshooting skills and use all available knowledge bases to determine corrective measures in a timely fashion in order to maintain a viable production environment.

ChristianaCare Offers:

  • Full Medical, Dental, Vision, Life Insurance, etc.
  • Two retirement planning offerings, including 403(b) with company contributions
  • Generous paid time off with annual roll-over and opportunities to cash out
  • 12 week paid parental leave
  • Tuition assistance
  • Incredible Work/Life benefits including annual membership to care.com, access to backup care services for dependents through Care@Work, retirement planning services, financial coaching, fitness and wellness reimbursement, and great discounts through several vendors for hotels, rental cars, theme parks, shows, sporting events, movie tickets and much more!

#LI-CD1

EEO Statement: Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.


UPDATE: ChristianaCare is committed to prioritizing the health and safety of our patients and caregivers. As we continue to meet the needs of our caregivers and our community through the COVID-19 pandemic, our commitment to health and safety requires that we take new steps to ensure a safe environment for medical care for our patients and a workplace that avoids preventable harm for our caregivers. For this reason, vaccination for COVID-19 is required for all caregivers at ChristianaCare and is considered a safety standard that is job-related and consistent with business necessity for all caregivers.

Why do WE offer careers full of possibilities?

For the Love of Health.

Inclusion & Diversity

At ChristianaCare, we’re committed to treating everyone with dignity and respect. We believe in a safe, inclusive work environment that fosters collaboration between caregivers from all walks of life. We know that each unique viewpoint is vital in delivering high-quality, safe patient care to everyone who walks through our doors. Our policies, benefits, hiring practices, employee resource groups, and corporate citizenship demonstrate our commitment to inclusion and diversity throughout our system.

Why do we embrace inclusion and diversity? For the Love of Health.

Our Values

We serve together in Love and Excellence. Our unique values, Love and Excellence are bold and powerful, and they are the reason why working for ChristianaCare is special. The behaviors associated with our values guide how caregivers interact with everyone they work with and make for an exceptional work experience. We believe that when you lead with Love, Excellence is inevitable.

Benefits

ChristianaCare’s comprehensive total rewards package is one of the most competitive in the region. We are proud to offer excellent benefits that reflect the organization’s commitment to being exceptional today and even better tomorrow.

At ChristianaCare, we provide access to high-quality and affordable benefits designed to meet our caregivers where they are. You can tailor your benefits to meet your needs now and adjust them as your priorities change.

Take advantage of ChristianaCare’s wide-ranging benefit offerings from supporting optimal health through medical, prescription, dental and vision coverage to valuable wellness and work/life programs, which include paid parental leave, coverage for infertility and assisted reproductive technologies, an employer-funded short-term disability program, and more.

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Our Region

A Great Place To Live

Our region offers a diversity of cultures, lifestyles, sports and entertainment events, housing options and educational opportunities. Located between Philadelphia and Washington, D.C., our locations provide easy access to two international airports, employment opportunities in a tri-state area, and proximity to some of the nation's top universities and colleges, as well as beaches in MD, DE and NJ!

Why Delaware? Why Maryland?
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We Serve Together

For the Love of Health

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