Job Description

• This role is essentially an INOC Technician that is responsible for 24/7 365 monitoring of the entire network/infrastructure.
• This will be mostly likely be a swing shift role.
• The candidate will be expected to cover shifts overnight at times and if the business calls for it, they might be transitioned into a nighttime spot.
• For the swing shift it would be 12pm-10pm, 2pm-12am and we can be flexible with these times but it is understood this shift will be working into the night shift which starts at 6pm daily.
• This is all subject to the business need as well.
• We're looking at swing shifts as well, but the expectation is starting at night after 9-week training, and then having the ability to move to day shift after training.
• These two positions will consist of monitoring for most of our systems here in the INOC; a lot of intake phone calls, expectations of being communicative and communicating with the team about what's going on, being able to address high priority situations, whether it be applications, location, criticality of what we have rated within the INOC of our major incident processes which is a big focus.
• This role will work to resolve anything that touches technology at any capacity.
• Resources are responsible for working collaboratively with each other in addition to other cross functional teams across the organization to ensure systems are monitored at all times.
• Resources are expected to know/understand triage order and what teams/resources to use for support and when.
• Basic triaging and incident management. Using ServiceNow to work from a ticket/queue to resolve issues. Resources may be working on some operational technology as well.
• Should have experience within ServiceNow.
• Really looking for the drive/curiosity to learn as much as possible. Resources should have a true interest in network security.

• Resources must have strong communication skills with at least 1-3 years of previous experience with an IT background/network operations experience or commensurate education.
• Resources must have a willingness to learn; looking for candidates who are personable.
• Resources should have some experience working within cross functional teams and should possess a strong team mentality. Resources should have some basic triaging skills and it would be nice for them to have some ServiceNow experience to some degree.
• Previous experience/understanding in an incident response management or ticketing queue environment to ensure that they understand priorities, etc.
• ITIL experience is nice to see.