NOC Analyst II– Department of Technology - (1092)

The Network Operations Center Analyst II will report to the Network Operations shift lead and NOC Manager of the Support Services Division. This position is primarily for the Day Shift but the work shift may change to either Midnight or Swing shift if staffing is needed to cover operational gaps.  This position acts as a member of our Network Operations Center (NOC) supporting enterprise wide network infrastructure, critical applications, monitoring services, and incident management and escalation. In addition, this position will be responsible for monitoring all Wi-Fi networks, enterprise networks, VoIP networks and server application platforms throughout the City & County of San Francisco and Disaster Recovery locations. The NOC Analyst II will perform these tasks using various network management tools, internal service management systems, and monitoring platforms. The NOC Analyst II will also serve as a coordinator for communications between internal and external departmental staff, engineering teams, and other operational groups and or vendors as needed. The NOC Analyst II will be required to follow NOC procedures and protocols, triaging and discerning incident areas and response escalations.

Essential duties include, but are not limited to, the following:

• Perform Incident Management activities
• Monitor and respond to alerts and notifications for infrastructure, server, and application systems using network performance tools.
• Generate and distribute system performance and availability reports in accordance with service level expectations.
• Track and document change control activities; assist in implementing approved changes under supervision.
• Categorize, communicate and escalate issues in accordance with established procedures
• Assist in basic troubleshooting and recovery of network operations center (NOC) systems and applications under guidance.
• Document and update activities, incidents, scheduled change control events, calendar updates, and other pertinent information that occur during a shift
• Facilitate communications through email, conference calling, cell and internet based communication's systems
• Perform Incident escalation activities
• Perform Service Desk duties

Appointment Type: Permanent Exempt (PEX), Full Time position is excluded by the Charter from the competitive civil service examination process and shall serve at the discretion of the appointment officer. The anticipated duration of this project position is up to thirty-six (36) months and will not result in an eligible list or permanent civil service hiring. Project-based positions cannot be ongoing or exceed 36 months.

Work Location: Incumbent will conduct the majority of work at the Department of Technology, (1 S Van Ness, Ave San Francisco, CA 94103).  However, there may be situations where the incumbent will be required to work at other sites throughout the City of San Francisco as necessary.

Nature of Work: This is a hybrid role requiring on-site work at our San Francisco office as needed. Occasional travel within San Francisco may be required.

Work Hours: This position is primarily for the Day Shift but the work shift may change to either Midnight or Swing shift if staffing is needed to cover operational gaps.