Global Operations Center - Sr. Analyst 1

The Global Operations Center Senior Engineer is critical in maintaining and optimizing IT infrastructure by leading advanced technical troubleshooting and incident management in a 24x7 environment.

This position requires overseeing network and server monitoring, responding to escalations, and ensuring seamless operations for critical IT services. The Senior Engineer bridges operational teams and higher-level engineers, ensuring issues are resolved efficiently while mentoring junior staff. This role includes executing preventive maintenance, collaborating with cross-functional teams, and driving process improvements in alignment with ITIL standards.

• Oversee continuously monitoring servers, network components, LAN/WAN, SD-WAN, and other infrastructure systems using tools such as SCOM, SolarWinds, and Orion to identify and address anomalies or performance issues.
• Lead the incident management process by responding promptly to alerts, conducting root-cause analysis, troubleshooting complex server and network issues, and escalating incidents to specialized teams or vendors when required.
• Manage support tickets using platforms like ServiceNow, ensuring SLA compliance while creating runbooks, knowledge base articles, and incident documentation to facilitate efficient operations and future reference
• Collaborate with cross-functional teams to resolve issues and maintain clear communication with customers, end-users, and stakeholders, ensuring accurate updates during incidents and critical system outages.
• Guide junior engineers and GOC analysts, promoting knowledge-sharing, conducting training sessions, and enhancing troubleshooting capabilities across the team.
• Participate in scheduled maintenance, patch management, and system upgrades, ensuring minimal service disruptions and long-term infrastructure stability
• Generate and analyze system health reports, incident trends, and recurring issues, recommending preventive actions and contributing to the continuous improvement of operational processes.
• Ensure all activities align with ITIL standards for incident, problem, and change management, while driving process optimization initiatives to enhance service delivery.

EDUCATION

Professional Full-time Degree & Bachelors Degree in a related field is required.

TECHNICAL SKILLS

• Expertise in monitoring tools like SCOM, SolarWinds and Orion.
• Strong troubleshooting skills in LAN/WAN, SD-WAN, and server infrastructure.
• Experience with ServiceNow for ticketing, incident management, and SLA tracking.
• Familiarity with ITIL frameworks and best practices for operational excellence.
• Ability to escalate and coordinate with vendors and cross-functional teams.

EXPERIENCE

• 8-11 years of experience in GOC or IT operations, with proven expertise in monitoring and supporting enterprise infrastructure.
• Demonstrated leadership in a 24x7 environment, handling critical incidents and mentoring junior engineers.
• Strong communication and collaboration skills, with experience coordinating across multiple teams and stakeholders.

LEADERSHIP & SOFT SKILLS

• Experience in team collaboration Required
• Excellent written and oral presentation skills Required
• Exceptional analytical and process development skills Required