NOC Analyst

NOC Analyst

Positions in this function coordinate the processes and activities that focus on restoring service after an incident occurs. Monitors environment health and the facilitation of high severity incidents to improve the state of service availability and continuity. This function also includes those who operate and monitor computer and peripheral equipment. Coordinates the efforts of all functions to complete scheduled jobs in a timely manner. Documents all problems (hardware, application, facility, etc.) and takes corrective action as required. Interfaces with other departments as required.

Primary Responsibilities:

  • Strong desire to jump in and investigate issues, resolve problems, and communicate status
  • Experience in incident management / root cause analysis
  • Experience in system performance monitoring / management
  • Proactively addresses problems and escalates appropriately
  • Monitor Production environments and reacts 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
  • Utilizing tracking software to track and monitor the resolution of issues and/or open tickets
  • Prepares accurate documentation for communication and RCA.
  • Communicate with diverse group of people, including technical and development personnel, 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 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 simple to highly complex 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
  • Strong analytical and problem solving skills
  • Ability to work as part of a team - Candidate will work closely with IT Infrastructure Teams and Development Organization.
  • Document daily issues for handover call.
  • Document timelines in case of major outages.
  • Willing to work in a support function for other NOC Analysts who are managing active bridge calls (call OnCall Support, Open incident and/or problem tickets)

Required Qualifications:

  • Associates Degree or higher or equivalent work experience
  • 2+ year of progressive IT Network Operations Center (NOC), DataCenter or Command Center experience
  • Willing and able to work any shift, including weekends as needed, and on call rotations

Preferred Requirements:

  • Dynatrace, Nagios, Application Dynamics and HP Site Scope or other similar application monitoring tools
  • SolarWinds or other similar network monitoring tools
  • Basic network trouble shooting i.e. ping, trace route, TCP/IP, etc…
  • 1+ year of progressive IT service desk or IT support experience

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran.

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Location

Located in River North overlooking the River! Easily accessible and close to various train and bus stops, including a shuttle from Union Station.

An Insider's view of Echo Global Logistics

How would you describe the company’s work-life balance?

Managers at Echo get to know you by having one on one meetings, so they understand your personal life. Echo is flexible with when you arrive and leave from work, so that it fits with your schedule. Echo understands that life happens, so leaving early isn’t a problem as long as you make it up later. I feel that Echo respects my personal time.

Erin

Software Engineer

What projects are you most excited about?

I am most excited around a project designed to transform and re-build our API architecture. This project is not only very beneficial to our clients but also allows members of my team to work on and be exposed to a high visibility design that will have a positive impact on the client experience when integrating with Echo.

Rob

Integration Operations TL

How does the company support your career growth?

Echo has a start-up feel but has an infrastructure that supports training, learning, and development, which in-turn allows for growth potential. At Echo you will be challenged in honing your skills in a constantly evolving industry and company. This can allow for each person to set themselves up for overall career growth.

Trisha

Business Architect

How do your team's ideas influence the company's direction?

Echo structures itself into small teams that focus on key initiatives. We spend time planning, executing, and delivering technology to simplify the complex demands of transportation.

Miles

Chief Information Officer

What are Echo Global Logistics Perks + Benefits

Echo Global Logistics Benefits Overview

401k with company matching
Medical insurance through Blue Cross/Blue Shield
Health Savings Account (HSA)
Flexible Spending Account
Parental leave
Paid time off
Commuter benefits
Divvy discount code
Employee training programs
Volunteer time off
Casual dress code
Pet insurance
Gym membership discounts
Mobile carrier discounts
Employee assistance program

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
River North Gym is in the building
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Vacation & Time Off Benefits
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Happy Hours
Recreational Clubs
Echo has it's own Softball league in the spring/summer!
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Fast-paced. People-focused. Career-growth-centric. At Echo we work hard and carry the load together, but we also know how to have fun. Walking onto the sales floor of our 225,000-square-foot Chicago headquarters, you can feel the energy created by more than 700 sales representatives hustling to move over 14,000 shipments every day. When the last load is booked, you might find co-workers gearing up for summer softball, talking shop at our weekly “Beer Friday,” or competing in a game of foosball, ping-pong, or pop-a-shot.

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