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NOC Analyst - Schaumburg, IL

UnitedHealth Group


Location:
Schaumburg, IL
Date:
01/18/2018
2018-01-182018-02-16
Job Code:
732298
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Job Details

732298 NOC Analyst Schaumburg IL

NOC Analyst - Schaumburg, IL (732298)

Position Description

Position Description:


UnitedHealth Group is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm) 

 

Work with minimal supervision. Prioritize projects and tickets as needed per incident. Respond timely to outages and escalate to get proper team members involved. Strong understanding of the applications and systems in place today to support the business. Ensures proper operation of system servers and infrastructure by monitoring and maintaining systems, performing system backup, restoration and maintenance. Researches, tests and installs systems software and hardware, and provides support to system engineers.

 

In this NOC Specialist role, you will coordinate outage calls, send communications to multiple business leaders, engage technical teams, monitor systems and applications to better our technology ecosystem. In addition, you will coordinate the processes and activities that focus on restoring service after an incident occurs, monitor environment health and facilitate resolution of high severity incidents to improve the state of service availability and continuity.

 
Primary Responsibilities:

  • Jump in and investigate issues, resolve problems, and communicate status

  • Incident management / root cause analysis

  • System performance monitoring / management

  • Proactively address problems and escalate appropriately

  • Monitor Production environments and react to failures/outages per SOPs

  • During a major incident, initiate and chair conference calls and drive incident to resolution as quickly as possible

  • Assess criticality of failures/outages as it relates to application and business impact

  • Escalate problems and roadblocks as they occur

  • Provide status updates to IT Leadership and customers on current IT issues and actions being taken

  • Focus on continuous improvement of the incident and problem management process, including inputs from and outputs to other IT Processes

  • Identify and document production issues, raise and respond to tickets, resolve them or escalate issues to IT teams if needed 

  • Work with developers to analyze and identify root cause of application issues for remediation

  • Work closely with management and other team members to meet project objectives and maintain maximum uptime

  • Utilize tracking software to track and monitor the resolution of issues and/or open tickets

  • Prepare accurate documentation for communication and RCA

  • Communicate with diverse group of people, including technical, senior management, business customers, and vendors with courtesy and in a constructive professional manner 

  • Act as an escalation point for the team for our senior leadership and/or business partners

  • Ensure responsiveness as first level responder to support requests for technical support primarily through incoming calls, emails, and ticket system

  • Coordinate with technical support teams to resolve or troubleshoot issues

  • Troubleshoot and solve hardware and software technical issues using logical troubleshooting approach (with attention to detail)

  • Actively create and update knowledge base articles for internal/external use

  • Act as a technical support liaison between our IT teams for high level issues

  • Document daily issues for handover call

  • Document timelines in case of major outages

Required Qualifications:
  • High School Diploma or GED
  • 2+ years of progressive IT Network Operations Center (NOC), Data Center or Command Center experience
  • Must be able to work any shift, including weekends as needed, and on call rotations
  • Experience working as part of a cross-functional team (will work closely with IT Infrastructure teams and Development organizations)
  • Experience working in a support function with other NOC team members who are managing active bridge calls (call OnCall Support, Open incident and/or problem tickets, etc.)

Preferred Qualifications:

  • Dynatrace and HP Site Scope or other similar application monitoring tools experience
  • Experience with ServiceNOW
  • Experience with SolarWind or other similar network monitoring tools
  • Experience with basic network trouble shooting (i.e., ping, trace route, TCP/IP, etc)
  • Progressive IT Service Desk or IT Support experience
  • Associates Degree or Higher
Soft Skills:
  • Strong analytical and problem solving skills
Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.SM


Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.


UnitedHealth Group
is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.


Keywords: NOC; IT; Schaumburg; Optum; UnitedHealth

Job Details

  • Contest Number732298
  • Job TitleNOC Analyst - Schaumburg, IL
  • Job FamilyInformation Technology
  • Business SegmentOptum Technology

Job Location Information

  • Schaumburg, IL
    United States
    North America

Additional Job Detail Information

  • Employee StatusRegular
  • ScheduleFull-time
  • Job LevelIndividual Contributor
  • ShiftFlex Time
  • TravelNo
  • Telecommuter PositionNo
  • Overtime StatusNon-exempt

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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