R1 RCM's Network Operations Center (NOC) is a 24/7 operations team responsible for monitoring the health of the R1 RCM Network, Call Centers, Cloud Infrastructure and Software Delivery across a global footprint. NOC Analysts monitor inbound alarms from multiple monitoring platforms and are responsible for responding to these alarms, preforming Tier 1 and 2 troubleshooting and if necessary, escalating issues to internal engineering teams or external vendors. NOC analysts are responsible for manning major incident bridges, alerting management to high visibility issues and raising awareness of inbound issues that may impact R1's ability to deliver service. NOC Analysts are required to work in a 24/7 environment and overnight and day shift work may be required depending on the position.
Job Responsibilities:
- Create and resolve trouble tickets following standard run books.
- Follow all ticket handling process and procedures.
- Use tools to monitor network infrastructure and proactively respond to network abnormalities.
- Manage a queue of trouble tickets working to resolve issues within standard SLA's.
- Identify possible major incidents and issues and proactively escalate to NOC Manager and Director.
- Note all incidents with clear work log notes and communicate Root Cause Analysis when resolved.
- Escalate and engage Tier 2 level resources when necessary.
- Join Major Incident Bridge, when necessary, communicate application and device performance as needed.
- Complete daily checks and provide reports to leadership so they are aware of ongoing issues and network abnormalities.
- Complete change requests to suppress or reactivate alerting during maintenance windows.
Job Skills & Qualifications:
- Associates Degree in a technical discipline or 2+ Years experience in an IT help desk, Deskside support, IT Administration, Network Administration role.
- Familiarity with OSI based network troubleshooting and best practices.
- Ability to multi-task, prioritize, and manage time effectively.
- Good interpersonal skills and professional demeanor
- Excellent verbal and written communication skills
- Experience in using ServiceNow or similar industry standard ticketing platform.
- Experience in using PRTG, Nagios, LogicMonitor or Solarwinds Monitoring platforms or similar industry standard monitoring platforms.
- Experience with APM based monitoring such as Application Dynamics or Dynatrace
- Familiarity with connections to and from AWS/Azure.
- Familiarity with virtual desktop and similar functionality.
