Job Information
Bentley Systems Senior NOC Analyst in Manila, Philippines
SENIOR NOC ENGINEER
Position Summary
The Senior NOC Engineer is responsible for handling Level Three support for the entire Bentley infrastructure. This relates to all technology, including servers, networks and vendor-specific hardware and software.
Responsibilities
Infrastructure Monitoring/Reporting/Escalations
Incident Management
Ensure problems and incidents are escalated, tracked, and accounted for at the proper priority level.
Provides Tier II support per request from operational and departmental Teams.
Investigate and troubleshoot issues per approved Knowledgebase Articles.
Provide Tier II, III technical support and services for internal colleagues.
Escalate issues to the Network Operations Center Manager as needed.
Account provisioning/administration
SS LOG processing
Daily log review
Telecom support
Ability to work effectively with minimal supervision.
Performs other duties as assigned.
Additional Duties and Responsibilities
Maintain and update monitoring systems.
Create and update knowledge base articles.
Improve service, perception, and satisfaction.
Process quick turnaround of requests by Service Level Agreements
Demonstrate the ability to work in a team and communicate effectively.
Escalate issues/requests that require next level support
Enter all work as tickets into ITSM Tool.
Required Knowledge, Skills or Abilities
The Senior NOC Engineer should have:
Strong interpersonal skills: specifically, verbal, and written skills, telephone skills, and active listening skills.
Self-motivation with the ability to work in a fast-paced, ever-changing environment.
Azure AZ104 Certification
Net+ Certification required.
ITIL v4 Foundation Certification desired
An understanding of operating systems, business applications, printing systems and network systems.
A Good understanding of Network Topologies and protocols; TCIP/IP, HTTP, SNMP
Network Administration experience, including user account, group & permissions management (Azure Administration experience also preferable)
The ability to multi-task and adapt quickly to change.
A sound technical awareness and knowledge to appropriately match resources to technical issues.
An understanding of support tools, techniques, and how technology is used to provide IT services.
Monitoring and event Management experience
Monitoring Tool Experience (Solarwinds, Grafana, Azure etc), preferably with custom alerting/scripting experience
Database Monitoring experience
Perform Troubleshooting and incident response on systems.
Manage Critical Incident Investigations
5+ years of related IT experience.
A Bachelor's degree or equivalent experience desired.
Equal Opportunity Employer/Minorities/Females/Veterans/Disabled