Global Operations Center Analyst 1

The GOC Analyst is responsible for performing technical analysis of issues and outages affecting RSM's Core IT Systems. This role involves troubleshooting and resolving problems or, when necessary, escalating more complex issues to senior system administrators or network engineers. The analyst also researches and documents mitigation strategies while maintaining up-to-date knowledge of client technologies and their operational impact. Working in a 24x7 environment with critical uptime requirements, the GOC Analyst must effectively prioritize issue resolution. The role includes performing basic system administration tasks, such as network and system troubleshooting, and executing scripts to support operational needs.

• The GOC Analyst is responsible for performing technical analysis of issues and outages affecting RSM's Core IT Systems. This role involves troubleshooting and resolving problems or, when necessary, escalating more complex issues to senior system administrators or network engineers. The analyst also researches and documents mitigation strategies while maintaining up-to-date knowledge of client technologies and their operational impact. Working in a 24x7 environment with critical uptime requirements, the GOC Analyst must effectively prioritize issue resolution. The role includes performing basic system administration tasks, such as network and system troubleshooting, and executing scripts to support operational needs.
• Continuously monitor servers, networks, LAN/WAN infrastructure, SD-WAN appliances, and other critical components using tools like SCOM, SolarWinds and Orion to detect anomalies, outages, and performance issues
• Respond promptly to alerts by troubleshooting server, network, and application issues, executing scripts if needed, and resolving or escalating incidents on a priority basis
• Manage support tickets through the ticketing system (ServiceNow), ensuring accurate tracking, SLA compliance, and the creation of runbooks, knowledge base articles, and incident documentation
• Escalate complex issues to senior engineers or specialized teams and coordinate with carriers, vendors, and service providers to resolve LAN/WAN-related incidents
• Work with cross-functional teams to resolve infrastructure issues and communicate with customers, end-users, and local technicians to provide updates and gather relevant information.
• Generate regular reports on system health, incidents, and performance trends while identifying recurring issues and recommending preventive measures
• Participate in scheduled maintenance, patch management, and upgrades, performing basic system administration tasks and executing troubleshooting scripts as needed
• Contribute to process optimization by ensuring alignment with ITIL standards and implementing best practices for incident and problem management.

EDUCATION

• Professional Full-time Degree & Bachelor's Degree in a related field is required.

TECHNICAL SKILLS

• Proficient in using tools like SCOM, SolarWinds and Orion to monitor servers, network infrastructure, SD-WAN appliances, and LAN/WAN systems for performance and stability.
• Experienced in diagnosing and resolving server, network, and application issues through initial troubleshooting, executing scripts, and managing alerts efficiently.
• Skilled in managing and tracking support tickets through platforms like ServiceNow, ensuring SLA compliance and maintaining detailed documentation for each incident.
• Able to escalate complex issues to senior engineers while coordinating with vendors, service providers, and carriers for timely incident resolution.
• Competent in generating system health reports and documenting incidents, runbooks, knowledge base articles, and shift handover reports to ensure