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Technical Analyst II in Buffalo, NY at Key Bank- Corporate

Date Posted: 12/7/2018

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​
PriorityWhatHowOutcomeDiagnostic & 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.

  • 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 expertise
Appropriate parties are engaged and issues are resolved in a timely manner and impact is minimized and lessons learned / takeways communicated.


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.

KeyCorp's roots trace back 190 years to Albany, New York. Headquartered in Cleveland, Ohio, Key is one of the nation's largest bank-based financial services companies, with assets of approximately $134.5 billion at March 31, 2017. Key provides deposit, lending, cash management, insurance, and investment services to individuals and businesses in 15 states under the name KeyBank National Association through a network of more than 1,200 branches and more than 1,500 ATMs. Key also provides a broad range of sophisticated corporate and investment banking products, such as merger and acquisition advice, public and private debt and equity, syndications, and derivatives to middle market companies in selected industries throughout the United States under the KeyBanc Capital Markets trade name. KeyBank is Member FDIC.

Key Technology and Operations (KTO) is Key Bank’s shared services organization for technology, operational, and servicing functions supporting business partners and clients across all lines of business. Within the overall organization, KTO provides efficient, reliable and secure technology; creates an effective variable cost technology delivery model that maximizes the return on IT spend; orchestrates the efficient use of corporate information and technology assets; and supports innovation that creates competitive distinction. KTO is effective and efficient in payment and deposit servicing, loan servicing, exception and dispute processing, investment and support services, sourcing and procurement, as well as enterprise-wide fraud prevention, investigations and operational support to human resources and the Bank’s BSA/AML program.


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.

JobID: 32654BR

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