This is an opportunity to be part of a world-class team at the nexus of two of the most exciting developments in energy today – big, real-time data and energy storage.
STEM creates innovative technology services that transform the way energy is distributed and consumed. Stem’s mission is to build and operate the largest digitally connected energy storage network for our customers. Our world-class analytics will optimize the value of customer’s energy assets and facilitate their participation in energy markets, yielding economic and societal benefits while decarbonizing the grid. We create automated, price-responsive systems that enable C&I customers to predict and control electricity costs and capture savings in a rapidly evolving utility landscape. The Stem system combines predictive analytics and advanced energy storage with a high-fidelity software user interface. By buffering spikes in energy usage, Stem also reduces the impact of the C&I customer on the utility grid and enables better grid citizenship. Through innovation in technology and financing, our goal is to optimize the relationships between energy providers and consumers.
JOB DESCRIPTION
The Network Operations Center (NOC) Analyst performs technical analysis of system issues and outages as they occur across our enterprise networks. This individual performs research to troubleshoot and resolve the issue or, depending upon complexity, escalates the issue to higher-level systems administrators and network engineers. The NOC Analyst is responsible for researching and documenting various mitigation strategies, and must maintain current and thorough knowledge of customer technologies and their significance to customer operations. This individual must be able to prioritize remediation of issues in a 24 x 7 environment with critical uptime requirements. The NOC analyst may also perform basic system administration tasks such as network/system troubleshooting, patching operating systems and applications, and executing various scripts.
Required Skills
- Fluency in key network monitoring fundamentals including packet flows for RS485 (serial) and TCP communications; DHCP/Static, DNS, TCP/IP protocols; and router/switch configuration and IP address planning.
- Knowledge of server operating systems and network devices
- Excellent written, verbal and interpersonal skills
- Knowledge is basic electrical power and metering a large plus
- Strong customer communication skills, with the ability to communicate clearly with customers and technical personnel in high-stress situations
- Broad experience using a variety of monitoring and ticket management tools
- Experience providing remote support using virtual desktop tools
- Experience with large sets of data and data analysis
- Able to think creatively to resolve problems in ambiguous situations
- Analyzing time series energy load data
- Preferred experience with Jira, Confluence, Tableau, Plotly, SQL, Python, Linux/ command line, Big Data visualization, relational databases
Required Experience
- Schedule and monitor the execution of grid service events
- Create KPIs to analyze and discover possible growing issues
- Develop tools and processes to support continuous improvement initiatives
- Create new rules for our data engine, to support strategic root cause corrections
- Proactive identification for preventative maintenance opportunities
- Provide timely response to all incidents, outages and performance alerts. Categorize issues for escalation to appropriate technical teams
- Recognize, identify and prioritize incidents in accordance with customer business requirements, organizational policies and operational impact
- Monitor and troubleshoot a wide variety of information and network systems that include, but are not limited to telecommunications circuits, LAN/WAN systems, firewalls, IoT systems, operating systems, and energy storage management systems
- Create and track operational issue tickets and improve operational efficiency
- Document all actions in accordance with standard company policies and procedures
- Coordinate with field technicians during installation and operational issue resolution
- Notify field service, customer operations, and third-party service providers of issues, outages and remediation status
- Work with internal and external technical and service teams to support both temporary and permanent solutions to system issues, and to create and/or update knowledge base articles
- Perform basic systems testing and operational tasks (installation of patches, network connectivity testing, script execution, etc.)
- Support multiple technical teams in 24 x 7 operational environments with high uptime requirements. Varied shift schedules may include day, evening and/or weekend hours.
REQUIRED EDUCATION AND EXPERIENCE
- Requires a BS degree from an accredited college or university in Engineering, Mathematics, Statistics, Computer Science, or Physics.
- A minimum of two years of experience supporting and monitoring network systems in an enterprise environment.
- Previous NOC experience is strongly preferred.
- Knowledge of energy storage system industry or renewables a plus.