Duke University Job Descriptions

DHTS SERVICE OPERATIONS CENTER ANALYST

Job Title: DHTS SERVICE OPERATIONS CENTER ANALYST
Job Code: 3854
FLSA: E
Job Level: CD
Revised Date: 03/01/2017
Job Family: JF 08

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Occupational Summary

The SOC Analyst is responsible for the 24 x 7 health of all monitored and managed systems, network and applications. The SOC Analyst will provide IT technical and application support to the Duke Medicine community. They are responsible for identifying incidents, events, and analyzing problem trends, overseeing the management and resolution of issues. The SOC Analyst is responsible for reviewing monitoring status, correlating events, understanding alarm diagnosis and incident trends. They troubleshoot and resolve discovered issues under the scope of Operations Center-supported services. The SOC Analyst requires technical acumen, excellent communication skills, troubleshooting skills, and the ability to facilitate and manage technical bridge lines that cross multiple domains. They need to quickly determine root cause, business impact and resolve issues as quickly as possible to ensure patient care is not impacted.

Work Performed

Level 1 - Responsible for monitoring and troubleshooting of processes, system triage and recovery, providing service management for all Windows and/or UNIX based systems within the Duke infrastructure, systems analysis and diagnosis, application performance and workflow troubleshooting, performance analysis and resolution.

- Participate in technical escalation of IT issues, collaborating with both application and operational teams through systems analysis, diagnosis, trouble-shooting, performance analysis and resolution.

- Participate in 24 x 7 monitoring and troubleshooting of all Service Operations Center -monitored services, including Infrastructure, Networks, applications and web services.

- Perform triage and remediation of detected issues.

-Respond to Service Now ticket and phone queue for Service Operations Center.

- Administer servers, storage, and/or backup technologies.

- Work collaboratively with services and engineering team to provide continuing service management and support on all production and test/development systems.

- Provide support and maintenance for all current and new systems.

- Test updates and security patches. Install operating systems updates and hardware bios upgrades on all targeted systems.

- Monitor event console identifying patterns of activity that could warrant technical intervention to resolve prior to a production outage.

- Provide ongoing support and management of monitoring tools.

- Participate in an on-call and/or shift rotation that provides 24x7x365 coverage, including management and monitoring of mission critical systems and networks.

- Ensure ISOP procedures have been fulfilled; work instructions and OPs are being followed.

- Ensure IT Service requests are fulfilled as per the operational level agreement and committed fulfillment time to include; Host Registration, IP addresses, Server Builds, backups and restores, etc.

- Develop knowledge base articles and work instructions for use by department and inclusion into knowledge base of record.

- Follows DHTS ITIL process work flows to ensure operational tasks and activities are being followed for incident, request, change and event management.

- Follows the change management process for operational change tasks to ensure compliance for change management. Ensures all change management tasks are complete.

- May participate in a rotation, providing 24x7x365 support.

Level 2- In addition to the duties described for Level 1, Level 2 personnel will:

- Partner with Network team in the installation and configuration of network infrastructure equipment, such as switches, routers, load balancers.

- Conduct maintenance on network infrastructure to include: Cisco Routers and Switches Wireless controllers and access points Cisco IOS Routing protocols EIGRP, MPLS,OSPF,BGP Remote Access IPSEC VPN,SSL VPN DNS and DHCP move/add/change

- Maintain documentation and validation processes to ensure adherence to institutional, state, and federal policies and regulations.

- Enhance systems management tools and procedures, with a specific focus on leveraging the DHTS monitoring suite.

- Will take ownership and facilitate technical bridge during operational disruption in service or service outages. Ensures minutes, action items and resolution steps are documented and distributed to technical teams. Ensures permanent fixes are put in place to eliminate repeat incidents. Also ensures ServiceNow tickets are kept up to date reflecting all technical actions and steps are documented in the ticket.

- Monitor team chat activity to ensure awareness of high volume activity and potential team help needed.

- Escalate critical tickets to appropriate support team and monitor tickets for response from support teams ensuring customers are supported.

- Monitor event console, customer support calls in the call tracking system, return calls from customers, as well as enter new incidents or requests into ServiceNow.

- Apply diagnostic utilities for troubleshooting methods to aid in resolution.

- Evaluate documented resolutions, analyze trends, develop, and improve processes and procedures that are efficient and restore customer services quickly.

- Participate in cross team projects in developing and documenting procedures for triage and problem resolution of new applications or information technology related services.

Level 3- In addition to the duties described for Level 2, Level 3 personnel will:

- May function as a Technical Lead, as a subject matter expert with proficiency in defined area(s) of the profession.

- May function as a Team Lead, responsible for supporting management in day-to-day personnel oversight and workflow management activities.

- Assist management with the planning, design, and implementation of enterprise system and network infrastructure and technology solutions.

- Work collaboratively with customer management, staff, and other stakeholders.

- Responsible for keeping abreast of industry advances in multiple technical areas of expertise and applying this knowledge to Duke.

- Monitor and adjust technology systems and tools to meet the business and organization needs.

- Maintain industry relationships to ensure utilization of current and future, where applicable, principles, techniques and policies.

- Perform the role of lead or primary technical contributor for multiple technology disciplines.

- Provide technical leadership in design review engagements for reviewing solution designs and documentation.

- Mentor technical staff to enhance/expand technical skills and expertise.

- Manage team's workload and project schedules.

- Establish and report on the appropriate IT service metrics. Develop and maintain Service and Operating Level agreements and etrics/reporting for systems quality and performance.

Required Qualifications at this Level

Education/Training

Bachelor's degree in a related field, or four years of equivalent technical experience required.

Experience

Level 1 - No experience required beyond the minimum education (or equivalency) requirement.

Level 2 - Two years of related experience is required.

Level 3 - Four years of related experience is required.

Skills

Level 1-

- Troubleshooting Layer 2/3/4 network issues

- Server administration (Windows, Red Hat Linux, and/or AIX)

- Experience configuring and installing servers used in mid-size networks (100 to 1000 users). Microcomputer skills (including Windows 2000, XP, and 7)

- Microsoft Office application suite

- Windows, UNIX, VMware and Citrix knowledge preferred

- Tivoli's Inventory, Distributed Monitoring, TEC, Remote Control applications knowledge preferred

- SAN and NAS technologies such as EMC, IBM, and HP EVA knowledge preferred

- Basic technical knowledge and computer skills, in order to support Windows platforms, Mac platforms, Windows applications and mobile computing devices.

- Familiar with ticketing system concepts and tools.

- Working knowledge of incident management.

- Extensive knowledge of IP networking and telecommunications best practices, technologies and services.

- Knowledge of network configurations and CISCO IOS

- Working knowledge of TCP/IP technologies necessary to configure servers and troubleshoot network errors.

- Solid understanding of Windows and/or UNIX operating systems, VMware, Citrix, server system architectures, storage systems, and system administration tools and best practices.

- Experience with leading teams in a service operations environment.

- Experience with motivating teams and producing an environment of strong work culture.

- Ability to work across teams to drive common outcomes. Experience working with Service Desk and Operational tools and processes.

- Ability to identify patters of activity that could trigger a production outage

- Ability to take ownership of incidents and events to drive resolution

- ITIL V3 Foundations Certification preferred

Level 2- In addition to the KSAs described for Level 1, Level 2 personnel will demonstrate:

- Demonstrates incident aggregation and solution with available Ops Center tools.

- Project management skills driving deliverables to completion for non-ticketed work (initiatives).

- Advanced knowledge of IBM Director and/or HP Insight Manager.

- Proficient with incident and problem management.

- Proficient with configuration management.

- Proficient with change control policies and procedures.

- Strong business skills with an attention to end user and customer satisfaction.

Level 3- In addition to the KSAs described for Level 2, Level 3 personnel will demonstrate:

- Expertise in at least one of the following is required: 1. Multiple Storage technologies and SAN 2. Design, implementation and maintenance, specifically in AIX, LINUX and Windows 3. Virtualization 4. Systems and application monitoring and management tools, such as Tivoli

- Ability to manage multiple tasks and projects, performed by a diverse group of professionals.

- Excellent interpersonal skills and strong abilities to develop and enhance relationships with customers and internal groups.

- Ability to work across multiple teams.

- Excellent analytical abilities and innovative problem-solving skills.

- Excellent leadership, negotiation and organizational abilities in managing a technical team.

- Strong verbal/written communication skills to interact with team members, customers, management and support personnel (technical and non- technical).

- Ability to apply critical thinking skills while meeting impending deadlines.

- Ability to prioritize multiple tasks and switch between tasks quickly during high stress situations.

- Broad interest in and knowledge of disparate but related information technology disciplines.

- Ability to consult and lead technical staff.

- Strong project management background

- Capable of understanding business requirements and recommending technology strategies based on Duke Standards and practices.

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The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

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Essential Physical Job Functions

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.