IOC Analyst
October 18
Description
• Looking for an Integrated Operations Center (IOC) Analyst to join our team. • Provide exceptional monitoring and response that allows the IOC to become the first line of defense on improving CX. • The IOC proactively monitors the availability and performance of a wide variety of services supporting business critical systems at Q2. • Provide 24x7 support in a first response capacity and take action to resolve incidents. • Respond to monitoring alerts and cases, drive investigations and provide triage during incidents and outages for services the IOC supports across Q2. • Use a variety of tools and problem-solving skills to recognize and resolve issues for customers. • Proactively respond to alerts generated by monitoring systems to maintain environment health and stability. • Resolve issues by following documented processes and pre-defined standard operating procedures. • Monitor and analyze logs and alerts from a variety of different technologies across multiple platforms. • Leverage network security tools to analyze potential cyber threats and take appropriate response actions. • Document troubleshooting results and remediation actions, provide regular status updates to impacted customers. • Identify and escalate critical impact to on-call teams. • Create and maintain operational runbooks in support of new and changing infrastructure. • Perform daily IOC tasks, including managing a case workload and responding to escalated issues.
Requirements
• Typically requires a Bachelor’s degree in (relevant degree) and a minimum of 2 years of related experience; or an advanced degree with 1+ years of experience. • Must have strong organizational and multi-tasking skills to prioritize workload in a fast-paced environment. • Must work effectively within a team environment. • Operations background (e.g., at some point working in NOC, as a sysadmin, etc.) • Experience on Automation tools and procedures • Basic knowledge of Windows and/or Linux server administration concepts such as troubleshooting Windows, IIS, Linux, Connectivity, DNS and Active Directory • Basic knowledge of networking concepts • Basic level exposure to virtualized environments • Basic knowledge of application support within multi-tier environments (web, application, database) • Basic knowledge of incident, change, and problem management principles • Previous experience with Linux Systems Administration • Experience with any of the following tools: PagerDuty – Preferred, LogicMonitor – Preferred, Splunk – Preferred, Salesforce
Benefits
• Health & Wellness • Remote Work Opportunities • Flexible Time Off • Career Development & Mentoring Programs • Health & Wellness Benefits, including a 12-week paid sabbatical for eligible new parents. • Employee Peer Recognition Programs – “You Earned it”
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