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Technology Analyst II in Albany, NY at Key Bank- Corporate

Date Posted: 3/27/2019

Job Snapshot

Job Description




About the JobThe NOC DistributedTechnician is a member of the Network Operations Center(NOC). Employee is required to work independently to maintain or restore system availability by pro-actively handling and troubleshooting actual or potential issues in a highly active 24x7x365 Network Operations Center. Employee reports to the NOC Team Lead.
The NOC works an alternating three / four (3 / 4) day twelve (12) hour shift per week. Shifts will work thirty-six (36) hours one week and forty-eight (48) hours the next. Employee must be available for limited travel and off-hour disaster recovery exercise support coverage.









Essential Job Function ​
PriorityWhatHowOutcome Diagnostic & Resolution Support. • Analyze, troubleshoot, and resolve basic Network problems that impact production systems within the organization; documentation and appropriate escalation is requisite in this process
• Apply knowledge to ensure proper handling and effective response to all types of infrastructure and distributed alerts and issues. Effective control and management of Network resources and peripheral devices. Provide assisted support to the Network and Server based support teams. Escalation • Understand telecommunication vendor practices, ticket escalation and account manager escalation procedures.NOC Distributed Specialists will be properly engaged when additional support is required. Enterprise Monitoring • Research alerts, trends, and network performance to resolve chronic issues or assist in root cause analysis.
• Utilize Network Management tools for incident identification, trend or historical analysis, pro-active research, and for corrective actions where appropriate.
• Assist in any new detection and associated corrective actions needed.Detected events within the Network / Distributed environment will be addressed and impacts remediated.
Client Focused Support Acumen • Build and leverage relationships with internal operations and other technology support divisions.
• Recommend and implement process and procedural enhancements that will maximize efficiency and performance to improve operational effectiveness.
• Proven ability to determine necessary corrective action steps to minimize delays and restore operational functionality.
• Perform ad-hoc requests or be assigned smaller scale initiatives by NOC management.Reduce network and server based service interruptions. Develop a fluid relationship with our technology partners to increase NOC knowledge and capabilities.

Communication • Report and document all issues by utilizing daily turnover log, ServiceNow (Incident and Change).
• Assist in determining root cause and recommend permanent resolutions.
• Ability to communicate with peers on issues and tasks that require proper management and escalation.
• Assist in compiling and writing of documentation for procedures to troubleshoot, recover, and support all Network and Distributed based devices
• Provide guidance and feedback to other NOC members by sharing system and process knowledge and expertiseAppropriate parties are engaged and issues are resolved in a timely manner and impact is minimized and lessons learned / takeways communicated.













Priority​​​ What​​​ ​​​​ ​How​ ​​​​ ​​​​ Preferred Skills / Qualifications • Functional knowledge of Network Operations Center support processes, procedures, and tools.
• Basic understanding of ITIL and/or Six Sigma methodologies. ITIL V3 Foundations Certified preferred
• Understanding environment administration components (patching, maintaining servers, operating systems and infrastructure applications)
• Flexibility in work schedule when needed to maintain staffing levels.
• Excellent written and verbal communication skills. Experience with Windows PC Skills (MS Word, Excel, PowerPoint, Project, IE and SharePoint)
• Ability to identify cross-discipline issues and impacts on the business. Escalate appropriately to management as necessary. Required Qualifications • Associates degree in telecommunications, computer science, related field or work experience equivalent.
• 2 - 4 years of combined experience in network, telecommunications or related experience required.
Experience in UNIX/Windows server system administration / supporting IT infrastructure VMWare Configs, LAN/WAN, DNS, TCP/IP, DHCP, Active Directory, and IIS) required.
• Hold an active CCENT certification or pursuant with a completion expectation of 6-12 months..
• Basic knowledge and practical working experience in the areas of IBM Web Sphere Systems & Internet Engineering.
• Functional knowledge of routing protocols (EIGRP, OSPF, BGP, etc.).
• Well skilled in the use of server standards required to troubleshoot processor and space utilization, hardware, and distributed applications issues.
• Provide assisted support to related support groups on change implementation, validation and assist in Incident resolution activities.
• Working knowledge of Cisco and HP Infrastructure standards.
• Ability to multi-task, anticipate problems and remediate complex incidents with minimal supervision.
• Highly Motivated Self Starter with Problem Solving Skills.



FLSA STATUS:Exempt

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

34543BR

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