Global NOC Analyst II

JOB DESCRIPTION

Why GMF Technology?

Innovation isn't just a talking point at GM Financial, it's how we operate. From generative AI and cloud-native technologies to peer-led learning and hackathons, our tech teams are building real solutions that make a difference. We're committed to AI-powered transformation, using advanced machine learning and automation to help us reimagine customer interactions and modernize operations, positioning GM Financial as a leader in digital innovation within a dynamic industry.

Join us and discover a workplace where your ideas matter, your development is prioritized, and you can truly make a global impact.

Flexible hybrid work environment (onsite 2 days a week/3 days remote) at our Arlington (AOC1), TX office.
Please note: We are unable to provide any type of sponsorship for this position at this time.

This position will be posted until filled.

RESPONSIBILITIES

About the role:

The Global NOC Analyst II, under the general direction from the Lead, will assist in the day-to-day tasks critical to the team's success. This individual will be responsible for attending project meetings when necessary and assist in gathering and documenting infrastructure and security requirements. Through timely completion of training, this individual will also become familiar with all compliance, regulatory and security requirements adhering to all corporate policies and standards. This person needs to be experienced in technology with good planning and coordination skills. An energetic, solution-minded personality with drive, attention to details and excellent communication skills will be needed for success in this position.

In this role you will:

• Collaborates with external and internal customers to analyze information needs and functional requirements and deliver the artifacts as needed and escalates complex or consequential issues to management
• Must have high attention to detail, be well organized and be a self-starter with the ability to resolve most conflicts and issues intuitively
• Able to work with limited to moderate direct supervision
• Uses a broad and deep understanding of technical concepts in multiple specialized fields to develop or find solutions
• Identifies and directs changes through appropriate review and approval mechanisms
• Responsible for taking immediate action when alerts are raised to notify appropriate technology groups and business entities in a timely manner often without immediate understanding of actual root cause
• Responsible for researching and documenting various processes and must stay current on changing technologies within the business in order to understand the significance and business impact of a given outage or problem
• Responsible for carrying out frequent pre-approved code deployments (software and code upgrades) on various systems in accordance with defined company processes ensuring proper change management procedures are followed
• Responsible for monitoring all areas of the company's local area network, wide area network, voice network, defined server and application thresholds and system services using monitoring applications like SolarWinds (suite), HP Tools, Splunk etc.
• Requires strong intercommunication skills with upper level management, IT support teams, business departments and outside vendors
• Make recommendations for threshold changes, and alert configurations to improve the effectiveness of the NOC and reduce potential for business impacts
• Maintain and complete daily log (Shift log) detailing service and application availability and other issues that arise
• Recognize, identify, and report trends in hardware and application performance and be able to predict from this analysis possible and probably future failures or outages
• Escalate incidents and problems to the appropriate support departments with follow-up
• Initiate major incident notifications in response to high impact outages
• Monitor local and wide area networks, voice/telephony systems, and server infrastructure for performance and availability issues spanning local and remote network sites
• Communicate and escalate unavailable or degraded systems and services to the appropriate support teams
• Work with various IT teams as needed to update existing Knowledge Base articles and create new articles as needed to document changes in standard procedures

QUALIFICATIONS

What makes You an ideal candidate?

Skills and Knowledge

• Ability to correct PC related problems in a timely manner
• Good knowledge of WAN security and design
• General working knowledge of networking concepts including TCP/IP, Subnetting, Routing, DHCP, Command line and DNS
• Knowledge of PC hardware and software
• Working knowledge of VB Script and or PowerShell
• Support-level knowledge of the Windows desktop Operating Systems
• Basic knowledge of operating systems, applications and associated hardware (e.g., Windows Desktop OSs, Windows Server OSs, OS/400, UNIX/Linux)
• Understanding of enterprise computer hardware/software and information systems
• Understanding of network monitoring concepts (e.g., TCP/IP, Subnetting, Routing, DHCP, DNS, Active Directory, etc.)
• Prior experience working with HP OMi, SolarWinds Orion (suite), HP NNMi, HP Site Scope, Splunk etc. is a plus
• Understanding of SNMP, NetFlow, and Terminal emulation applications preferred
• Excellent analytical and troubleshooting skills
• Ability to evaluate problems and issues quickly, and to make recommendations for courses of action
• Ability to make independent decisions and use sound judgment in relation to the management of team members
• Ability to prioritize tasks and ensure their completion in a timely manner
• Advanced ability to analyze problems, correlate data from multiple sources and communicate pertinent information to the appropriate support teams
• Must be available to work 4 days/week (fixed schedule), 10 hours/day (40 hours/week).
• Some after-hours work and periodic 24x7 on call support will be required.

Experience & Education

• 3-5 years of experience in computer/customer support role required.
• 2-3 years NOC experience required.
• High School Diploma.
• Associate Degree.
• Bachelor's Degree in related field or equivalent work experience preferred

What We Offer: Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays.

Our Culture: Our team members define and shape our culture - an environment that welcomes innovative ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work - we thrive.

Compensation: Competitive pay and bonus eligibility

Work Life Balance: Flexible hybrid work environment, 2-days a week in office

This position is not open to agency submissions

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