NYU Langone Medical Center

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eNOC Analyst

at NYU Langone Medical Center

Posted: 8/3/2019
Job Reference #: 43845
Keywords:

Job Description

Tracking Code
1062440_RR00035483
Job Description

NYU Langone Health is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, including five inpatient locations, a children's hospital, three emergency rooms and a level 1 trauma center. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated cancer center, and NYU School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. For more information, go to nyulangone.org, and interact with us on Facebook, Twitter, YouTube and Instagram.

  1. POSITION SUMMARY

The eNOC Analyst will be a member of MCIT Service Management team, reporting to the Enterprise Network Operations Center Manager and will be part of larger Medical Center Data Center Operations team. Analyst will ensure availability of all Medical Center IT systems at all times, by ensuring teams are engaged timely manner via documented procedures and escalation while working collaboratively to resolve all incidents following ITIL best practices.

III. POSITION RESPONSIBILITIES

  1. Take ownership of all events identified while on shift.
  2. Note all pertinent details and actions taken in all Incident tickets.
  3. Provide escalation support for Major Incidents/Problems - for all NYULMC systems.
  4. Work with various NYUMC IT Application and Infrastructure teams.
    1. Escalate to NYU teams to inform of an Incident requiring escalation.
    2. Facilitating and tracking Service Restoration activities for outages in a timely fashion until resolution.
    3. NYU teams may engage vendors and industry partners for escalation.
    4. Performing all follow up to track and close any open action items.
    5. Follow MCIT processes defined for Incident, Change, Event, Problem Management and other related processes.
    6. Engage and manage multiple technical resources to troubleshoot complex issues.
    7. Perform root cause analysis techniques with Subject Matter Experts who own the incident
    8. Create Problem Records, for recurring Major Incidents and follow up
    9. Ensure any “on-call contact file” are updated if needed as part of escalation
    10. Perform basic systems testing and operational tasks (installation of patches, network connectivity testing, script execution, daily operational checks, etc.)
    11. Perform all other related duties as assigned
    12. IV SKILLS/QUALIFICATIONS

        • The applicant must have at least 3 years’ experience in the Information Technology field and specifically at minimum 1 year in the data center operations discipline, preferably in a NOC environment.
        • ITIL v3 Foundations certification preferred.
        • Experience with hands-on implementation of ITIL best practices a plus.
        • The applicant must have excellent analytical, communication and organizational skills.
        • The applicant must have strong communications skills both verbal and written.
        • The applicant must be a team player that will help create a positive team environment and has the proven ability to multitask and work on a variety of priorities.
        • Experience working in or supporting a large enterprise environment with basic understanding of enterprise server/storage/backup/DB/Application solutions a plus.
        • The applicant must be able to follow documented process and procedures, and provide feedback for enhancement if needed.

      Qualified candidates must be able to effectively communicate with all levels of the organization.

      NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.

      NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.
      If you wish to view NYU Langone Health's EEO policies, please click here. Please click here to view the Federal "EEO is the law" poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information. To view the Pay Transparency Notice, please click here.

    Company Location
    NYU Langone Health
    Department
    MCIT-Managed Service (C539)
    Position Type
    Full-Time/Regular