SOC Analyst

POSITION SUMMARY:

As a member of the Service Operations Center and Data Center Services team, this position works collaboratively with the Shared Services and Infrastructure (SSI) team to provide support for information technology (IT) services, servers and data center infrastructure, including incident and event management, request/change processing, system administration, and system testing. The role serves as the key communications point during major incidents and service outages during second / third shift, and weekends, interfacing with and ensuring exchange of communication between technical, managerial, customer stakeholders, facilities department and service providers. The responsibilities also include monitoring, installing, diagnosing, and upgrading data center and facilities hardware and equipment.

 

DUTIES & WORK PERFORMED:

• Respond to alerts and warnings generated by automated system monitoring systems (e.g., Prometheus, Nagios, Vertiv Remote Monitoring), acting in the capacity of a Service/Network Operations Center (SOC/NOC) analyst and first-responder system administrator.
• Diagnose and correlate system and data center infrastructure alerts to understand service impact and possible root causes; attempt to resolve where possible via available documentation and methods of procedure; escalate events to the appropriate level (technical, management, Facilities Management Division (FMD), vendor) as needed.
• Provide initial and follow-up technical and customer support via phone, web, instant messenger and email. Support includes email accounts, connectivity issues, operating system problems, enterprise applications, and a variety of desktop software packages.
• Monitor incident management queue for incidents. For each incident, perform QA on troubleshooting steps taken to date; determine appropriate escalation path and assign incident to appropriate team for resolution; validate expected incident response and resolution times; and provide contact information directly to customers.
• Observation and monitoring of data center infrastructure and facilities
• Install, configure, test, maintain, monitor and troubleshoot hardware, peripheral devices and other IT infrastructure contained in the data centers.
• Perform on-site analysis, diagnosis and resolution of complex hardware problems in collaboration with next level system support and recommend and implement approved corrective solutions.
• Contact external service providers and coordinate on-site repair as required.
• Document instances of hardware failure, repair, installation and removal using standard procedures
• Perform standard changes on systems and hardware and resolve requests where appropriate, following documented procedures/instructions. Take appropriate corrective action on systems that are failing, using superuser system access rights appropriately to resolve approved operating system and application layer issues.
• Manage communications and information flow during service disruptions, including convening technical staff and/or managers where needed to discuss a service interruption or outage. Provide status updates to the internal and external/end-user customers, where applicable, and ensure appropriate escalation of issues to management team and other stakeholders.
• Maintain inventory of all data center infrastructure
• Triage incoming incidents and requests via queue and case management systems (Service Now, JIRA, etc.)
• Review scheduled changes on the Change Management Calendar
• Perform ad hoc and regularly scheduled reviews of service documentation in partnership with service owners/experts; proactively recommend updates to documentation when gaps are discovered; collaborate closely with staff at OIT’s Service Desk, systems, operations, networking, and application/database teams to update procedures and information.
• Assists in maintaining the on-call personnel paging schedules to ensure 7x24 coverage for critical systems teams.
• Other tasks related to the installation, operation, monitoring and delivery of enterprise information technology services as assigned.

 

 

SOFT SKILLS:

 

• Team orientation: demonstrated ability to collaborate with others to solve problems.
• Able to effectively process, prioritize and respond to multiple data points (e.g., alerts, incidents, issues) simultaneously and to maintain focus on overarching issue status and outcomes in a high-pressured environment.
• Exceptional multi-tasking capabilities
• Exceptional judgment: ability to make appropriate decisions in a time-pressured situation
• Excellent analytical skills and solutions-oriented approach.
• Demonstrated strong verbal and written communication skills.
• Self-motivated and goal-oriented
• Ability to work under minimal supervision.
• Ability to interact professionally under pressure with a wide range of customers ranging from end-users to IT staff to management to external service providers.
• Proven ability to dynamically prioritize work efforts to meet deadlines and work effectively with minimal supervision in a team environment.

 

QUALIFICATIONS:

 

EDUCATION:

 

BS or BA degree or equivalent combination of relevant education and experience in technical field related to information technologies; computer science/CIS preferred. One to three years’ experience as a system administrator, or five to seven years’ experience as a system operator with significant OS-level experience is required.

EXPERIENCE & SKILLS:

 

• System administration experience in one or more of the following operating system platforms: Linux (RHEL, Ubuntu, Fedora); Oracle Solaris; Mac OS;, including appropriate use of command-line super-user privileges.
• System administration experience in Windows (Windows Server 2016, 2022); VMware experience is desirable.
• Experience using with server and system infrastructure monitoring systems such as Spectrum, Nagios, or SolarWinds.
• Ability to, with aid of documentation and monitoring systems, diagnose root causes of issues in a moderately complex networked systems and applications infrastructure; ability to diagnose interrelationships between data center facility, network, server, and application issues.
• Broad understanding of the roles of and relationships between infrastructure typical in a university or corporate IT environment, including authentication technologies (LDAP, Active Directory, Kerberos), servers, storage arrays, backup technologies, web applications, email/calendaring/messaging services, voice applications, etc.
• Familiarity with incident/ticket tracking systems such as ServiceNow or Jira.  

 

WORKING CONDITIONS:

 

Includes office, data center and public work environment. Work hours include second, third and weekend shifts.

 

Mobility - The candidate must possess excellent mobility and the ability to navigate various work environments efficiently. This includes walking, standing, and moving through tight spaces or uneven surfaces as necessary to perform job-related tasks.

 

Lifting Capability - The candidate must have the ability to safely lift and carry objects weighing up to 30 pounds as needed. Proper lifting techniques must be used to prevent injury.

 

These requirements are essential to ensure the effective and safe performance of duties associated with this position.

 

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

 

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

 

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.