IT Network Operations Analyst, Associate
Location: Fairfield, California
Requisition ID # 172391-en_US
Our IT professionals are at the enterprise's core, leveraging modern technology to deliver safe and reliable energy to our customers. We use AI, the cloud, data science, and the latest tools and programming languages to solve hard, interesting problems and tackle challenges like the ever-growing threat of climate change, wildfires, and breaches of cyber security. Join us and experience the satisfaction of being a technology enabler for a company that leads the industry in innovation.
- Entry, Mid, Senior, Executive
- Full-Time
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Success Profile
What makes a successful Team Member at PG&E? Check out the top traits we’re looking for and see if you have the right mix.
- Adaptable
- Collaborative
- Creative
- Curious
- Results-driven
- Thoughtful
Benefits
PG&E is proud to provide a comprehensive benefits program to help you take care of your physical, emotional and financial health. In addition to the offerings below, you can expect inclusive programs in areas such as performance recognition, training and employee development, mentoring and more.
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Paid Time Off
Vacation, Sick Hours, Holidays, Family Leave
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Employee Resource Groups
16 ERGs at the core of our DEIB culture that support employee development and foster business relationships
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Professional Development
Leadership and Employee Development Courses, LinkedIn Learning, Mentoring Program and up to $8,000 for Tuition Reimbursement
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Healthcare
Low-Cost Medical, Dental, Life/Accident/Disability Insurance and Free Vision
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Healthcare & Dependent Care FSA
Pre-tax employee-funded accounts that cover certain out-of-pocket medical and dependent care expenses
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Retirement Plans
401(k) Matching up to 8% AND Cash Balance Pension (no cost to you)
Job Details
Requisition ID # 172391
Job Category: Information Technology
Job Level: Individual Contributor
Business Unit: Information Technology
Work Type: Onsite
Job Location: Fairfield
Department Overview
Information Systems Technology Services is a unified organization comprised of various departments which collaborate effectively in order to deliver high quality technology solutions.
Position Summary
Responds to network alerts and computing problems and works remotely to resolve them. Utilizes support from technical experts within the organization and third parties to resolve problems. Takes responsibility for handling incidents through completion or escalation. Finalizes the task according to company policies for incident management. Documents the problems encountered and techniques used to solve it for future reference.
The hourly rate for this position ranges from $32.69 to $49.04.
Job Responsibilities
- Monitor network devices, interfaces and applications through intelligent devices and automated programs as directed.
- Initiate major outage communication technical bridges as requested.
- Isolate and correlate multiple customer issues identified with alarms / alerts received to eliminate duplication of events as instructed.
- Issue initial outage notification event communications as directed.
- Manage alarms and alerts received from existing monitoring programs with previously defined business rules.
- Escalate incidents as needed if not well-defined by Run Books or work instructions.
- Apply fix procedures as instructed for repetitive events as instructed.
- Monitor network, applications, and systems across the PGE enterprise for alarms/alerts received from incidents, unauthorized or failed changes.
- Monitoring & Scheduling alarms & alerts based “Eyes on Glass”, Initial Outage Mgmt., Notifications, 7x24 hour support.
- Provide feedback on alarms, Run Books, process efficacy and knowledgebase to service manage, OSS Tools and operations support as necessary.
- Timely implementation of predefined Playbooks, Run-books, Work Instructions or Business Rules changes as directed.
- Create and track incident tickets, change requests, work orders, service requests and assignments as directed.
- Create/Assign incident tickets based on priority, impact and complexity to the appropriate fix agents.
This is the “Eyes on Glass” role, which monitors the network systems and application events.
Qualifications
Minimum:
High School or GED-General Educational Development-GED Diploma
Works in 24 hours per day-7 days per week environment
Works varied shift arrangements
Ability to travel up to 5 percent of working time
Desired:
Associate’s Degree in Information Technology or a related field, or equivalent work experience
At least 1 year of experience in IT or technical support
At least 1 year of experience in IT or technical support
Experience using IT ticket management systems (e.g., ServiceNow, Remedy, Jira)
Experience working in a Network Operations Center (NOC) or similar monitoring environment
Experience in a telecommunications environment
Experience in an internet service or infrastructure environment
CompTIA certification (e.g., A+, Network+, or equivalent)
Jonathan A. Solutions Architect, ExpertPG&E combines an established company’s stability with the autonomy of a startup. I enjoy high levels of trust and openness among my coworkers in a dynamic environment where I’m included in important decision-making discussions. As our company evolves, I look forward to career growth opportunities ahead.
Products & Enterprise Platforms
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