IT Network Operations Analyst, Senior

Requisition ID # 164315 

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.

PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. Although we estimate the successful candidate hired into this role will be placed between the entry point and the middle of the range, the decision will be made on a case-by-case basis related to these factors.

This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.

A reasonable salary range is:

Bay Area Minimum: $102,000.00
Bay Area Maximum: $152,000.00

Job Responsibilities

• This is the Escalation & Clearance Management role which approves and coordinates clearance releases, and supports escalated repair or restoration activities from escalated events.
• Open Tickets as required for issues found through trending, data analytics, tools and processes.
• May act in lead capacity on technical conference bridges for outages as part of the outage management process related to change / maintenance events.
• Lead Chronic issues assigned to the IT Operations Center.
• Initiate the Problem Management/Root Cause Analysis program process as needed.
• Develop/Review/Approve Work Instructions/Run- Book procedures for IT Operations Center.
• Implement firmware/software upgrades for systems and devices under IT Operations Center accountability or as requested.
• Escalated incident support for issues assigned to the IT Operations Center related to approved or unauthorized change activities.
• Application/Network Change Management Oversight: Escalation Support for Incident, Maintenance, and Change Management.
• Analyze tickets assigned to the IT Operations Center and provide troubleshooting and fix as required
• Process complex change requests.
• Performs analysis and makes business decision on maintenance activities; identifies and gives clearance for maintenance.
• Perform Clearance Management functions as required.

Qualifications

Minimum:

• Bachelors Degree in IT-Information Technology or job-related discipline or equivalent experience
• Experience in IT-Information Technology, 5 years
• Experience in telecommunication environment OR Experience in internet environment OR Experience in network operation center environment
• Experience in network operation center environment
• ^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:

• Experience in data analysis, job-related
• Experience with ticket management applications
• Experience in monitoring network devices
• ITIL-Information Technology Infrastructure Library Certification
• CCNA-Cisco Certified Network Associate certification

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