Sr. Analyst_ Network Operations Center

Location

Hyderabad | India

Job description

PURPOSE OF THE POSITION

Job Summary:

Reporting to NOC Manager at HSC, the Sr. Analyst (Tools Admin) has a responsibility for all technology aspects of Inspire Brands monitoring tools/portals and acts as the primary technology expert for the NOC team for Monitoring enhancements and various tools integrations. This role drives the maintenance of restaurant technologies inclusive of Network infrastructure, Applications monitoring tools, maintenance, management, reports, health status etc. It also requires management of day-to-day activities of the Network Operations Center, overseeing 24x7x365 NOC Operations. Owns all aspects of Infrastructure and application monitoring, managing, reporting and escalation. The Sr.Analyst will ensure that all processes and procedures follow ITSM guidelines, are documented and reviewed on a regular basis. This role is responsible for ensuring an exceptional customer experience, establishing service level agreements that align with business.

Responsible for Set up reliable and resilient monitoring environments and configuring high availability and disaster recovery plans. Responsible for ensuring best practices in monitoring target devices by applying required monitoring parameters and security configurations. Alert setup for required monitoring parameters.

RESPONSIBILITIES:

Duties and Responsibilities:

Description:

• In-depth Knowledge of different monitoring tools (Dynatrace, SolarWinds, New relic, Splunk, Nagios. Etc).
• Admin level expertise over the monitoring tools.
• Programming background like Java/Python/Linux is must
• Full management experience of monitoring tools
• Alerting, Alerting reports and various analytical reporting expertise.
• Monitoring the performance and capacity of computer systems. IT network systems. Testing and maintaining services of end to end Responsible for Incident Management life cycle & Service requests fulfilment.
• Responsible for Incident logging, accurately tracks and documents all incidents.
• Adherence to the process compliance
• Adherence to the SLAs defined for the platform, Service uptime.
• Excellent understanding of technologies, operating systems, networking, anti-virus, back-ups, systems and firewalls
• Knowledge required on the following vendor products: Juniper, VMWare, Microsoft, Cisco
• Strong writing skills to maintain organized documentation.
• Customer-oriented, and capable of providing high levels of client satisfaction.
• EDUCATION QUALIFICATIONS
• Required Minimum: Bachelor's degree in Computer Science, Management Information Systems, or related field.
• EXPERIENCE QUALIFICATION
• 5+ years of experience in Monitoring environment
• 5+ years of experience in Tools Admin role
• 5+ years of experience with strong troubleshooting skills and should have experience on database, APIs and monitoring tools (Splunk, New Relic, AppDynamics, AWS)

REQUIRED KNOWLEDGE, SKILLS or ABILITIES:

Knowledge, Skills, and Abilities:

• Strong interpersonal skills with the ability to relate effectively with employees at all levels.
• Strong knowledge of service management processes like incidents, service requests, change and problem. Working knowledge of ticket tracking tools like Salesforce/Service now/Jira
• Communicates with the NOC to raise awareness of potential risks related to applications within a project.
• SaaS/Cloud/Azure experience a plus
• Experience with disaster recovery planning and execution.
• Identify inefficiencies and lead initiatives to streamline operations, automate tasks, and implement best practices. Seek feedback to drive continuous improvement.
• Ensure adherence to regulations, standards, and internal policies. Maintain accurate documentation of processes, configurations, and incident records. Conduct audits and implement corrective actions as needed.
• Experience in ITIL and Service Management concepts primarily Change, Incident and Event Management.

About Inspire:

Inspire Brands is a multi-brand restaurant company whose current portfolio includes nearly 32,000 Arbys, Baskin-Robbins, Buffalo Wild Wings, Dunkin, Jimmy Johns, and SONICDrive-In locations worldwide. The company was founded in 2018 and is headquartered in Atlanta, Georgia.

About Inspire Brands Hyderabad Support Center:

Inspire fosters a culture of innovation that encourages team members to take risks, test, and learn. We want to create an environment where ideas emerge and succeed at every level.

Inspire Brands is disrupting the restaurant industry through digital transformation across multiple brands. The companys technology hub, Inspire Brands HyderabadSupport Center, will lead technology innovation and product development for the organization and its portfolio of distinct brands (both current and future). The Center will focus on developing new capabilities in datascience, data analytics, eCommerce, automation, cloud computing, and information security to accelerate the companys rapid growth and influence how we reach the guest and, more importantly, how the guest wants to interface with us.

Inspires Hyderabad Support Center will also host an innovation lab and collaborate with start-ups to develop solutions for productivity optimization, workforce management, loyalty management, payments systems, and more.

Why Inspire Brands?

Inspire and its six iconic, global brands are driven by passionate team members with a collaborative, innovative spirit and a desire to use technology to create memorable, flavorful experiences for our guests worldwide.

At Inspires Hyderabad Support Center, you'll get the opportunity to learn and grow with us. What makes Inspire different in the way we approach technology is that we are building the capability to be extensible and scalable across our brands.

Inspire fosters a culture of innovation that encourages team members to take risks, test, and learn. We want to create an environment where ideas emerge and succeed at every level, not just at the top.

A supportive, inclusive environment is very important to us. Just as each of our brands are authentic and unique, we also encourage our team members to do the same. We're a stronger company because of it.

Join a company where we elevate each other and the communities we serve.

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