Senior NOC Engineer

Senior NOC Engineer

The Senior NOC Engineer will be responsible for the following items:

• Ensuring maximum possible service availability and performance for all NICE products.
• Provide support for Technical Support, R&D, Product, and other internal teams.
• Provide a central hub of communication regarding the status and ongoing events within the network and platform.

Financial Responsibilities

• Ensure expenses are properly accounted for, reported and documented according to the Company’s Purchasing and Travel policies.

Major Functions and Responsibility:

• Responsible for troubleshooting network and platform issues from a server side perspective.
• Validates and tests all NICE products and platforms.
• Performs routine health checks over and above automated monitoring to ensure the quickest detection time for service affecting issues.
• Responds to any number of alarms, alerts, or abnormal behaviors detected through reactive or proactive monitoring.
• Ensures all activities are documented and tracked through a ticketing system.
• Ensures processes and procedures are documented and updated in communal Wiki/KnowledgeBase resources.
• Works with both internal and external teams to assist in escalated troubleshooting for issues relating to NICE's products and platforms.
• Interfaces with internal product teams to ensure the NOC remains current on new and planned product additions or updates.
• Familiar with industry standard tools such as IP Monitor, SolarWinds, and BMC in addition to a set of internal custom tools used in network management.
• Executes on established procedures as it relates to incident, change and event management.
• Executes the established escalation processes with both internal and external teams.
• Responsible for proactive troubleshooting and communication with internal stakeholders at regular intervals.
• Responsible for updating and managing alerting and monitoring systems related to maintaining an accurate, timely, and meaningful eventing system.
  Maintains appropriate expectations with internal and external teams.
• Maintains an advanced understanding of the NICE Data, Telephony, and Application networks.
• Responsible for leading incident resolution situations including involving relevant internal resources and guiding all troubleshooting to resolution and keeping a journal of activities performed for any necessary post-incident review.
• Manages events and incidents from cradle to grave, providing initial troubleshooting and resolution while working with other teams or vendors as necessary to provide restoration.
• Provides training and coaching for technical resources both internal to the NOC as well as other teams as necessary.
• Maintains a team focused attitude and work towards creating a healthy, respectful atmosphere.
• Performs duties in a flexible fashion as the Network Operations Center is open 24x7x365.25.
• Participates in the NOC continuous improvement activities as defined
• Follows the company Code of Ethics and NICE policies and procedures at all times.
• Communicates in a concise, professional, and effective manner with both internal and external teams.

Education Requirements:

• Associate’s Degree in Computer Sciences, Information Technology, Information Services, or equivalent experience.

• Experience Requirement:
  5+ years experience working in a technical or support role within telecommunications, data network, or application server environment.
• 1+ year(s) experience working with NICE products or services from a support role.
• Demonstrated understanding of network topologies, Windows server-client environments, and telecommunication environments with a focus on SIP.
• Understanding of packet analysis and packet capture utilities.
• Confident and goal oriented attitude with an ability to set and meet short and long-term objectives.
• Experience in creating, utilizing, and maintaining technical documentation.
• Experience working in a windows server environment as it relates to server and software management tasks.
• Ability to harvest and disseminate information in both formal and informal training environments.
• Ability to work in a fast paced environment with dynamic priority evolution.
• Ability to adapt to changing conditions and plans with well-reasoned decisions and minimal supervision.
• Ability to execute responsibilities with a high sense of urgency and a willingness to drive issues forward within established processes.
• Ability to begin troubleshooting any issue, problem, or oddity regardless of topic or content with a focus of assessment and engagement of proper external resources.
• Professional written and verbal communication skills.

Experience Preferred:

• Experience working with SaaS/Cloud based software environments.
• Experience with VoIP implementation and support, specifically configuration of SIP End points and troubleshooting SIP telephony challenges.
• Experience working with firewalls in general.
• Experience working with BMC.
• Experience working with applications driven by .NET, SQL, and other common Microsoft technologies.
• Experience with troubleshooting and identifying issues within data networks as it relates to SIP and software applications.
• Expertise with VoIP Gateways, SS7 Controllers and soft switches.
• Comprehensive knowledge of TCP/IP, EIGRP, BGP, OSPF, telecom circuits ranging from DS-0 through OC-12.
• Experience with War Room situation participation and situation management analysis
• ITIL Foundation certification and experience within an ITIL Organization.