DHTS SERVICE OPERATIONS CENTER ANALYST Duke University and Duke University Health System 140 reviews - Durham, NC DHTS SERVICE OPERATIONS CENTER ANALYST This is a Level 2 Position 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. Duties and Responsibilities of this Level 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 monitored applications. 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 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 SOPs 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, and 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, and 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 teams workload/ project schedules. Establish and report on the appropriate IT service metrics. Develop and maintain Service and Operating Level agreements and metrics/reporting for systems quality and performance. Minimum Qualifications Education Bachelor's degree in a related field, or four years of equivalent technical experience required. Experience required Level 1 - One year, Level 2 - Three years, Level 3 - Five years of related experience. Degrees, Licensures, Certifications VMWare, Microsoft Server, Red-Hat Linux, and/or AIX certification(s) preferred A+, Security+, and or Network+ certification(s) preferred CCNA or CCENT certification preferred Epic or other related clinical application certification(s) preferred ITIL v3 Foundations preferred Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status. Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas?an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values. 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. Education 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. Degrees, Licensures, Certifications VMWare, Microsoft Server, Red-Hat Linux, and/or AIX certification(s) preferred A+, Security+, and or Network+ certification(s) preferred CCNA or CCENT certification preferred Epic or other related clinical application certification(s) preferred ITIL v3 Foundations preferred 14 hours ago - save job - original job Apply On Company Site Other jobs you may like Junior Business Analyst Internship IBM Research Triangle Park, NC 1 day ago Business Analyst // Durham, NC SSI Durham, NC 1 day ago Easily apply Fin & Admin Business Analyst IBM Research Triangle Park, NC 1 day ago Duke University and Duke University Health System Duke University and Duke University Health System 140 reviews Let employers find you Thousands of employers search for candidates on Indeed Upload Your Resume