NOTE: This job is no longer available!
Senior NOC Analyst
at EA
EA Worldwide Cust Support, TX
Electronic Arts, is seeking a highly-motivated and highly-qualified Senior NOC Analyst to become a leading member within the Worldwide Customer Experience, Live Operations team, located in Austin, TX.
This position will oversee operational readiness from EA’s Outsourced Contact Vendors, both in the US and abroad. As the Senior NOC Analyst, this role will administer and assist in monitoring the health of contact center systems as well provide project management leadership in establishing the proper contingency plans. The role will be the primary technical liaison between EA Live Ops and OSVs.
The position will also oversee vendor technology management - must be able to document procedures well and provide training to other NOC analysts and Helpdesk technician(s) as needed. Travel may be required to align Outsource Contact Vendors along with EA’s Contact Center operational requirements. The successful candidate must work well both independently and as part of a cross-functional team with the ability to provide leadership and direction as needed. 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 Senior NOC Analyst will be required to provide real-time status communication to Senior Management, Vendor Management Team and other technology vendor partners and OSVs from time to time. Having public speaking, team and organizational skills is highly desirable.
This role will report to the Senior Manager, WWCE Live operations.
Job Qualifications:
• Bachelor’s degree in Computer Engineering and/or Computer Science preferred
• 7+ years experience as Systems Administrator experience with ‘mission critical’ systems in a medium to large environment.
• At least 4-5 years experience as a Systems Administrator
• Solutions engineering, automation, 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 Apache, Tomcat, JBoss, PHP, Java)
• Databases (primarily MySQL)
• Server-level networking and network troubleshooting, LAN,WAN, Cisco Routing
• Salesforce Administration
• Cloud Computing
• InContact Telephony Administration – highly desirable
• Monitoring and Graphing (OpenNMS)
• LivePerson chat agent and administration console
• Version Control Systems (Subversion, Perforce)
• One or more scripting languages (Bash, Perl, Python, Ruby, etc.)
• Load Balancing (F5 Big-IP LTM/GTM)
• Red Hat (RHCT/RHCSA, RHCE, or RHCA) is a plus, but not required.
• Virtual Server (XEN, ESX)
• Working knowledge of enterprise storage technologies (SAN,NFS,ICSI,RAID).
• Proven ability to drive systems optimizations on medium to large scale infrastructure.
• Expert understanding of technology systems and infrastructure
• Ability to identify and resolve performance bottlenecks in highly complex systems and drive performance optimizations.
Additional requirements:
• Must be able to lift 50 lbs, unassisted
• Experience working on an Operations team with multiple remote contact centers is a plus
• NOC or datacenter experience is a plus
• Ability to travel domestically (5%)
• 20% Project Management / 80% Technical Administration
This position will oversee operational readiness from EA’s Outsourced Contact Vendors, both in the US and abroad. As the Senior NOC Analyst, this role will administer and assist in monitoring the health of contact center systems as well provide project management leadership in establishing the proper contingency plans. The role will be the primary technical liaison between EA Live Ops and OSVs.
The position will also oversee vendor technology management - must be able to document procedures well and provide training to other NOC analysts and Helpdesk technician(s) as needed. Travel may be required to align Outsource Contact Vendors along with EA’s Contact Center operational requirements. The successful candidate must work well both independently and as part of a cross-functional team with the ability to provide leadership and direction as needed. 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 Senior NOC Analyst will be required to provide real-time status communication to Senior Management, Vendor Management Team and other technology vendor partners and OSVs from time to time. Having public speaking, team and organizational skills is highly desirable.
This role will report to the Senior Manager, WWCE Live operations.
Job Qualifications:
• Bachelor’s degree in Computer Engineering and/or Computer Science preferred
• 7+ years experience as Systems Administrator experience with ‘mission critical’ systems in a medium to large environment.
• At least 4-5 years experience as a Systems Administrator
• Solutions engineering, automation, 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 Apache, Tomcat, JBoss, PHP, Java)
• Databases (primarily MySQL)
• Server-level networking and network troubleshooting, LAN,WAN, Cisco Routing
• Salesforce Administration
• Cloud Computing
• InContact Telephony Administration – highly desirable
• Monitoring and Graphing (OpenNMS)
• LivePerson chat agent and administration console
• Version Control Systems (Subversion, Perforce)
• One or more scripting languages (Bash, Perl, Python, Ruby, etc.)
• Load Balancing (F5 Big-IP LTM/GTM)
• Red Hat (RHCT/RHCSA, RHCE, or RHCA) is a plus, but not required.
• Virtual Server (XEN, ESX)
• Working knowledge of enterprise storage technologies (SAN,NFS,ICSI,RAID).
• Proven ability to drive systems optimizations on medium to large scale infrastructure.
• Expert understanding of technology systems and infrastructure
• Ability to identify and resolve performance bottlenecks in highly complex systems and drive performance optimizations.
Additional requirements:
• Must be able to lift 50 lbs, unassisted
• Experience working on an Operations team with multiple remote contact centers is a plus
• NOC or datacenter experience is a plus
• Ability to travel domestically (5%)
• 20% Project Management / 80% Technical Administration