NOTE: This job is no longer available!
NOC Analyst
at EA
EA Worldwide Cust Support, TX
Electronic Arts, is seeking a highly-motivated and highly-qualified NOC Analyst to become a member within the Worldwide Customer Experience, Live Operations team, located in Austin, TX.
In a live (real-time) environment, the position will monitor all Contact Center Agent Tools, both within EA and Outsourced Contact Center Vendors. This role will take appropriate and immediate action(s) based on a pre-defined communication and action matrix.
The NOC Analyst must be able to follow procedures and direction from both Senior NOC Analyst and Senior Manager. The successful candidate must work well both independently and as part of a cross-functional team with the ability to assess high-urgency situations in a calm and collective manner. This role may require nights and weekend work.
WWCE Live Operations is a high-visibility team within EA’s Worldwide Customer Experience group, Game Studios and Vendor Partners. The NOC Analyst will be required to provide real-time status communication and have the ability to escalate situations to both internal and external teams through a defined contact matrix and procedures. Detailed oriented and ability to take direction in high-urgency situations is highly desirable.
This role will report to the Senior Manager, WWCE Live operations.
Responsibilities:
• Monitor contact center tools’ health (both at EA’s Captive Center and OSVs)
• Answer all incoming JIRA tickets: Outage, EA, Helpdesk, etc.
• Send WWCE communications regarding planned/non-planned outages
• Ensure that JIRA tickets are kept current by verifying and modifying status.
• Action Live Ops Helpdesk tickets
• Support Senior NOC Analyst with Vendor Technology Management
Job Qualifications:
• Bachelor’s degree in Computer Engineering and/or Computer Science preferred
• 4+ years’ experience as NOC analyst and experience with ‘mission critical’ systems in a medium to large environment.
• Network systems monitoring experience a must
• Solutions engineering, system installations, configuration management, upgrades, security patches, documentation, performance tuning and tool installations.
Experience in some or all of the following technologies are desired:
• Web applications (including JBoss, PHP, Java, Apache)
• Server-level networking and network troubleshooting, LAN,WAN, Cisco Routing
• Salesforce Administration
• Cloud Computing
• InContact Telephony Administration – highly desirable
• Monitoring and Graphing
• LivePerson chat agent and administration console
• Windows Networking & Operating system knowledge
• Ability to identify and resolve performance bottlenecks in highly complex systems and drive performance optimizations.
In a live (real-time) environment, the position will monitor all Contact Center Agent Tools, both within EA and Outsourced Contact Center Vendors. This role will take appropriate and immediate action(s) based on a pre-defined communication and action matrix.
The NOC Analyst must be able to follow procedures and direction from both Senior NOC Analyst and Senior Manager. The successful candidate must work well both independently and as part of a cross-functional team with the ability to assess high-urgency situations in a calm and collective manner. This role may require nights and weekend work.
WWCE Live Operations is a high-visibility team within EA’s Worldwide Customer Experience group, Game Studios and Vendor Partners. The NOC Analyst will be required to provide real-time status communication and have the ability to escalate situations to both internal and external teams through a defined contact matrix and procedures. Detailed oriented and ability to take direction in high-urgency situations is highly desirable.
This role will report to the Senior Manager, WWCE Live operations.
Responsibilities:
• Monitor contact center tools’ health (both at EA’s Captive Center and OSVs)
• Answer all incoming JIRA tickets: Outage, EA, Helpdesk, etc.
• Send WWCE communications regarding planned/non-planned outages
• Ensure that JIRA tickets are kept current by verifying and modifying status.
• Action Live Ops Helpdesk tickets
• Support Senior NOC Analyst with Vendor Technology Management
Job Qualifications:
• Bachelor’s degree in Computer Engineering and/or Computer Science preferred
• 4+ years’ experience as NOC analyst and experience with ‘mission critical’ systems in a medium to large environment.
• Network systems monitoring experience a must
• Solutions engineering, system installations, configuration management, upgrades, security patches, documentation, performance tuning and tool installations.
Experience in some or all of the following technologies are desired:
• Web applications (including JBoss, PHP, Java, Apache)
• Server-level networking and network troubleshooting, LAN,WAN, Cisco Routing
• Salesforce Administration
• Cloud Computing
• InContact Telephony Administration – highly desirable
• Monitoring and Graphing
• LivePerson chat agent and administration console
• Windows Networking & Operating system knowledge
• Ability to identify and resolve performance bottlenecks in highly complex systems and drive performance optimizations.