Service Operations Center Analyst

The SOC monitors and controls the online services that libraries around the world rely on, along with the internal systems our employees use every day. Our goal is simple: confirm services are working as expected, and when they aren't, identify and fix issues quickly.

This is very much a hands-on-keyboard role. Every skill expected of a SOC Analyst still applies: monitoring, troubleshooting, incident ticketing and change execution are part of the daily work. What the Team Lead role adds is leadership, decision making and staff development. When shift managers aren't available, the Team Lead acts as the team's manager: setting priorities, assigning work based on each analyst's experience, and making escalation decisions. When managers are present, the Team Lead is the senior technical resource. Most importantly, the Team Lead must be willing to take charge during major IT service disruptions, act as Incident Manager and coordinate the response until service is restored.

• Key responsibilities: Do hands-on monitoring, troubleshooting and issue resolution across distributed systems, batch job flows and supporting infrastructure
• Lead the shift, delegate investigations and change activities, and judge when an event needs action or escalation beyond documented process
• Act as Incident Manager during major disruptions, keeping tickets clear in both business and technical terms
• Coach and mentor analysts, and create learning opportunities for the team
• Communicate with engineers, customers and executives, facilitate meetings, and drive improvement projects with SOC management
• Ideal candidate: Associate degree in Computer Science or equivalent, plus 3+ years of IT Operations, NOC or SOC experience (experience can substitute for credentials)
• Proven incident management experience; ITIL certification is a plus
• Strong technical depth with monitoring, automation and deployment tools; Linux, database or web services certifications and Control-M experience are a plus
• Clear, calm written and verbal communication, especially during high-pressure incidents
• Experience mentoring peers or informally leading a shift, and interest in growing into leadership