Job Location: Berwyn, PA
Responsibilities
The position of Network Operations Lead Analyst is a role within the Information Technologies Network and Telecommunications organization. This organization provides support of the Triumph networking technologies, including the WAN, LAN, Wireless, Internet, Network Security, Network Management and VOIP services. This position will support the organization at the operational and deployment stages of the service lifecycle.
KEY RESPONSIBILITIES:
(This information is intended to be descriptive of the key responsibilities of the position. The following examples do not identify all duties
performed by any single incumbent.)
Service Coordination and Support Leadership
Oversee operational aspects of the network and telecommunications services.
Oversee daily support activities and manage the flow of operational repairs.
Assist team with coordination and escalation of issues internally and externally to the department.
Oversee and approve informational communications and service advisories to management .
Ensure daily upkeep on tickets and summarized shift turnover.
Assist analysts to relieve support congestion or address obstacles.
Generate and participate in departmental process development.
Oversee process and procedure adherence for Operations.
Complete root cause and problem or procedure analysis to improve operational excellence.
Provide departmental service level metrics and participate in reviews for SLA compliance.
Provide support to the networking team with design and deployment activities
Conform to general practices, policies, and procedures:
Comply with all Triumph company, division, and department policies.
Complete all assigned training and certifications as required by the company. Qualifications
Bachelor’s degree in Business, Computer Science, or related equivalent experience & certifications
3+ years experience supporting network and voice technologies.
Excellent communications and interpersonal skills.
Customer oriented to provide quality customer service.
Organized with ability to prioritize effectively and manage workload.
Ability to coordinate with internal and external resources to resolve issues.
Work within a service desk ticket system to oversee day to day activities.
Experience with business functions including ITIL and Project Management.
Proficient with supporting software: MS Office and Visio.
Experience with Cisco network technologies: routers, switches, firewalls, unified communications.
Experience with security technologies – identity services, intrusion prevention, security management systems. .
Experience with network management systems.
Understanding of networking concepts, including LAN, WAN, VPN, routing protocols, switching, wireless, VOIP, and network management.
Experience interacting with colleagues and vendors in pursuit of issue resolution.
Organized and process oriented to manage daily activities within standard operating procedures.
SPECIAL REQUIREMENTS:
Some travel will be required for site visits with team members and stakeholders
Hold a valid driver’s license with a clean record
Safely drive a company vehicle within the site to provide hands on support for the location .
PHYSICAL REQUIREMENTS:
Able to lift and carry equipment such as printers, PC’s and monitors:
Must be able to lift up to 40 lbs.
Able to push/pull up to 20 lbs.
Able to carry 10 lbs. or less
Able to climb up to 3 flights of stairs
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