Job Description

Description

The SWARM Operations (Ops) Analyst will be a part of a global team that delivers networking, compute, storage, and collaboration capabilities for Koch Industries. Koch Industries is a privately held global organization with over 120,000 employees around the world, with subsidiaries involved in manufacturing, trading, and investments. Koch Business Solutions India Pvt Ltd. (KTC) is being developed in India to extend its IT operations, as well as act as a hub for innovation in the IT function. As KTC rapidly scales up its operations in India, it's employees will get opportunities to carve out a career path for themselves within the organization. This role will have the opportunity to join on the ground floor and will play a critical part in helping build out the Koch Technology Center (KTC) over the next several years. Working closely with global colleagues would provide significant global exposure to the employees.

The Operations Analyst will report to the Operations SWARM Team Lead of the KTC and will be part of a global team that is the first line of response for all server and WAN escalations. The Operations Analyst will work with colleagues towards resolving complex issues with innovative and efficient solutions. The Operations Analyst is expected to work with third party providers, monitor performance, troubleshoot, and provide a superior client experience. Through monitoring and troubleshooting, the Operations Analyst will develop knowledge of the Koch Industries environment, 3rd party providers, monitor performance, troubleshoot, and provide a superior client experience.

A Day In The Life Could Include:

(job responsibilities)

Configuring, monitoring, and maintaining managed physical and virtual server farms and system performance using standard tools (Logic Monitor, Automox and BigFix), creating baselines, planning capacity, and tuning systems to achieve business required reliability and performance

Collaborating with internal Koch customers, vendors, and other IT teams to provide server support and consultation

Monitor WAN health and react to alerts in a timely manner

Issue concise WAN DCC notifications to customers for each outage

Coordinate with Internet Service Providers/3rd party suppliers on escalations and standard maintenance.

Collaborating with internal Koch customers, vendors, and other IT teams to provide network support and consultation

Timely responding to ITSM tickets assigned to the Team's resolver queue and notifications received to meet business SLA's

Monitor and maintain Operations/NOC Mailbox and timely respond as needed

Embrace Knowledge-Centered Support (KCS) by understanding the methodology and the supporting practices.

Promote and utilize the "Stop, Think & Ask" if unsure of a policy or procedure

Use MBM Framework to look for improvement opportunities and applying the challenge process where appropriate. Drive customer feedback to resolution with the aid of MBM principles

What You Will Need To Bring With You:

(experience & education required)

Bachelor's/Master's degree in Computer Science/Information Technology

1+ years MS Windows 2012/2016/2019 system administration

Knowledge of server virtualization, SAN and general storage environments

1+ years Networking experience (TCPIP, Switching, Routing, Wireless)

Working knowledge of Logic Monitor or other server alerting systems

Experience working with ITIL based systems (ie; Service Now)

What Will Put You Ahead:

(experience & education preferred)

Experience with Active Directory and IAM roles

Storage administration experience with HPE 3PAR and Nimble

Experience with Enterprise backup & recovery software including Micro Focus Data Protector, Commvault and CPM.

Experience with AWS, VMWare and HyperV.

Experience with Linux.

Experience in Managing, Monitoring, and troubleshooting Cisco WAN/SDWAN, LAN, and WLAN in an enterprise environment

Experience with Managing, Monitoring, and troubleshooting Meraki LAN and WLAN in an enterprise environment

Aptitude to recognize opportunities for automation of optimization & innovation.

Basic Understanding of ITIL framework

Experience in working with ITIL based incident management tool.

Automation/Scripting experience

Other Considerations:

(physical demands/ unusual working conditions)

Willing participate in a shift support rotation covering 24*7*365 days per year.

Willing to work Saturdays/Sundays with days off during the weekday.

Must be open to shifts based on the customer requirements

Should be having a steady internet connection at home

Koch is proud to be an equal opportunity workplace