About the Role:
As an onsite Digital Operations Center (DOC) Analyst, you will play a critical role in monitoring and maintaining the operational integrity of our technology environments. This position requires a proactive individual with hands-on experience in monitoring complex technology ecosystems, identifying emerging incidents, and escalating issues to the appropriate teams. You will be part of a global team, operating in a "Follow the Sun" model to ensure 24/7 watch operations and seamless operations across all company products and corporate IT infrastructure. This position requires shift work to ensure 24/7 coverage of the DOC.
What You’ll Do:
- Proactive Monitoring: Utilize a suite of internal dashboards to monitor key indicators such as support ticket volumes, IT infrastructure performance, and product/sensor health metrics. Your vigilance will help identify potential issues before they impact operations.
- Incident Detection and Escalation: Swiftly identify and validate anomalies or incidents, determining whether they are indicative of underlying issues or expected behavior. Collaborate with site reliability engineering teams to accurately assess and escalate complex incidents.
- Team Coordination: Act as central point of contact for technology incidents. Use tools such as Pager Duty and Alert Media to escalate issues to the relevant teams, ensuring that incidents are addressed in a timely and efficient manner.
- Communication: Maintain clear and effective communication with internal stakeholders, providing updates on ongoing incidents and their resolutions. Ensure that all relevant parties are informed of potential impacts and necessary actions.
- Documentation and Reporting: Keep detailed records of incidents, actions taken, and resolutions. Contribute to post-incident reviews and continuous improvement initiatives by providing insights and recommendations based on incident data.
- Shift Management: Work in a rotational shift pattern to provide 24/7 coverage, including nights, weekends, and holidays, as part of the global "Follow the Sun" model. Ensure a smooth handover between shifts to maintain continuous monitoring and response capabilities.
- Continuous Improvement: Actively participate in the refinement of monitoring tools, processes, and protocols to enhance the effectiveness of the Digital Operations Center. Provide feedback to engineering teams on monitoring data and dashboard performance and usability.
What You’ll Need:
- Experience: Minimum of 5+ years of experience in a Network Operations Center (NOC), Security Operations Center (SOC), or Incident Management Operations Center (IMOC) with hands-on experience in monitoring and incident management.
- Technical Skills: Strong understanding of IT infrastructure, including networks, servers, email systems, VPNs, and cybersecurity tools. Familiarity with monitoring tools and Common Operating Picture (COP) platforms as well as emergency notification systems is highly desirable.
- Problem-Solving: Excellent analytical and problem-solving skills, with the ability to quickly assess situations and determine the best course of action.
- Communication: Strong verbal and written communication skills, with the ability to effectively convey complex information to both technical and non-technical audiences.
- Teamwork: Ability to work collaboratively in a fast-paced, global environment. Experience in a "Follow the Sun" operational model is a plus.
- Adaptability: Comfortable working in a dynamic, rapidly changing environment with the ability to prioritize tasks and manage time effectively.
- Education: Bachelor's degree in Information Technology, Computer Science, or a related field is preferred, though relevant experience will be considered.
