Network Operations Center Specialist II
Irvine, CA

Job Description

The Enterprise Operations Center Specialist II is responsible for the MINDBODY Incident Management Lifecycle ensuring the focus is on restoring services as quickly as possible. They are also responsible for identifying automation activities, alert analysis to reduce the volume of alerts, technical documentation, and reports.

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

* BA/BS in Computer Science or Information Technology or related technical discipline is required with 3+ years similar experience in an Enterprise or Network Operations Center environment specific to working with hardware and application performance monitoring
* Must possess one of the following: MCSA Windows Server, MSCA SQL Server, MTA Server Administration, MTA Security Fundamentals or have 2 years' relevant technical experience in Windows server administration
* 5+ years' technical experience managing operating systems (Windows, Linux)
* Experience with virtualization (Hyper-V, VMware) in a SaaS environment preferred
* 2+ years' experience troubleshooting and maintaining a complex network infrastructure
* 2+ years' utilizing scripting languages such as PowerShell for remediation
* 2+ years' experience in one or more programming languages used for automation - Ruby, PHP, C#, ASP.NET MVC/WebApi
* 2+ years' experience monitoring application and infrastructure performance with tools such as New Relic, PRTG and Splunk
* Creative problem-solving skills with strong quantitative, analytical, and conceptual thinking skills
* An affinity for providing exceptional customer service and continuous improvement
* Knowledge of scripting languages is a plus. PowerShell, bash, etc
* ITIL Certification a plus
* Networking, virtualization, or desktop administration certifications preferred
* Experience with process documentation, KB and/or technical writing required

PRINCIPAL DUTIES AND RESPONSIBILITIES:

* Manage all Incidents, Service requests registered in ServiceNow to meet service level agreement. Investigate and diagnose to attempt to restore service quickly, update logs and ensure information is properly documented before closing
* Participate in Root Cause Analysis activities, preventive action items, and weekly operations meetings
* Report on alert activities to reduce the volume of alerts without action
* Identify automation and develop tools and automation to minimize resolution time and increase productivity
* Create and maintain technical documentation (Run Books, processes, workflows) based on best practices and trains Tier 1 staff on relevant workflows to ensure the success of the team
* Participate in operational health reviews, service monitoring and notification discussions, service portfolio and readiness review with an eye toward increasing the stability of our product
* Perform basic system administration duties including OS patching and upgrades, batch job monitoring, system and hardware diagnostics, and other activities to ensure optimal health and performance of all systems as required
* Manages P1 and P2 priority incidents with a focus on diagnostics to identify the issue and restore services
* During an incident, your role will be scribe focused on capturing the timeline of events. Backfill any other role needed during the incident
* Participates and collaborates in post-incident reviews to identify corrective actions to improve overall product health
* Collaborates with senior level staff during Global and Regional maintenance windows. Ensures systems remain healthy and call changes executed are part of the maintenance schedule, provides reports and ensures disposition for RFCs are complete
* Provides excellent customer service to internal clients and communicates effectively with management, team leaders, and other team members within the department
* All other duties as assigned