Facilities Services Alert Monitoring Analyst

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Responsibilities

Job Summary

The Monitoring Analyst – Facilities will provide world-class service to internal and external Verizon customers to identify data center system and service incidents and ensure appropriate, timely and successful response for their return to service.

This person will utilize facilities, network and other monitoring and management tools to detect real or potential service quality issues within the Verizon Cloud data center environment.  The Monitoring Analyst - Facilities will interact effectively and directly with other Verizon  teams, vendors and customers as needed to facilitate systems and services return to service. 

This position will enter and track customer issues in a change management database system/ticketing system and follow-up as needed and necessary to provide timely status updates and ensure effective and concise operational communication.  This person will be required to observe, identify, interpret and route automated and manual alerts and other incident notification methods in accordance with established guidelines.  On occasion, this position will need to provide limited return to service services related to facilities services.

Qualifications

Qualified candidates MUST possess the following:

  • Understanding of Internet technologies and terminologies
  • Broad knowledge of server and distributed application platforms
  • Ability to understand and operate computer-based monitoring and management tools.
  • Detail-oriented and able to successfully follow documented processes and procedures
  • Ability to meet deadlines
  • Strong verbal and written communication
  • Good customer service skills
  • Good experience using MS Office applications
  • Experience using incident/service request ticketing system (e.g. Peregrine, Clarify, Remedy, Tivoli, etc.)
  • Facilities management or service experience
  • Experience with Data center facilities tools and technologies (power, environmental, connectivity)
  • Ability to log incidents reported via phone, chat, email, etc.
  • Ability to work individually and on a team successfully and harmoniously

 Preferred qualifications include:

  • 2 or 4-year college degree or technical school graduate
  • 1 year of service desk or desktop support experience
  • Familiarity with ITIL fundamentals
  • Familiarity with MS MOM, HP OpenView, NetIQ and related tools
  • A+ certification

Equal Employment Opportunity

Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet