Network Operations

• Monitor and provide technical support for Cisco routers, switches, VoIP systems, and IP/SNMP-connected devices within WAN, LAN, VPN, and Wireless environments.
• Utilize network troubleshooting tools (e.g., ping, traceroute, nslookup, SSH/Telnet) to identify and resolve connectivity and performance issues.
• Collaborate with Network Engineering, Field Divisions, SOC, service providers, Telcos, and vendors to report and remediate network-related incidents.
• Work with 2nd and 3rd level support teams to ensure technical documentation is accurate and up to date.
• Leverage enterprise tools such as ServiceNow, network monitoring platforms, and MS Office suite to track and resolve events and incidents.
• Communicate clearly and effectively across teams to support real-time problem-solving and incident response.

Network Operations Center Technician

• Responds to network alerts and computing problems and works remotely to resolve them
• Utilizes support from technical experts within the organization and third parties to resolve problems
• Takes responsibility for handling incidents through completion or escalation
• Finalizes the task according to company policies for incident management
• Documents the problems encountered and techniques used to solve it for future reference
• Monitor network devices, interfaces and applications through intelligent devices and automated programs as directed
• Initiate major outage communication technical bridges as requested
• Isolate and correlate multiple customer issues identified with alarms / alerts received to eliminate duplication of events as instructed
• Issue initial outage notification event communications as directed
• Manage alarms and alerts received from existing monitoring programs with previously defined business rules
• Escalate incidents as needed if not well-defined by Run Books or work instructions
• Apply fix procedures as instructed for repetitive events as instructed
• Monitor network, applications, and systems across the PGE enterprise for alarms/alerts received from incidents, unauthorized or failed changes
• Create and track incident tickets, change requests, work orders, service requests and assignments as directed
• Create/Assign incident tickets based on priority, impact and complexity to the appropriate fix agents

IT Network Operations Analyst, Associate

• Serve as top-level escalation for complex network/security incidents
• Lead major incident resolution and post-incident improvements
• Ensure high availability and security of global platforms
• Support hybrid cloud/on-prem connectivity
• Drive monitoring optimization and automation
• Mentor mid-level engineers

Lead Principal Engineer – Data Centre, Cloud & Network Operations

• Monitor and maintain all software products and production environment on available tools; provide documentation for process changes and format updates;
• Administration of all NOC owned tools/applications including scripting, customizations, report building, alert modifications, automations and maintenance;
• Minimize risk and exposure to system security and business interruptions on company's infrastructure;
• Actively participate in disaster recovery and BCP events.
• Administration of all NOC owned tools/applications including scripting, customizations, report building, alert modifications, automations and maintenance
• Process documentation (KB)
• User/system impacted incident management and resolutions, including working with multiple IT groups, Incident Managers, open business communications and reporting to IT Senior Leadership
• Mentoring/Training
• Regular attendance on a full-time schedule of at least 8 hours and 40 hours per week
• Have good communication skills (including public speaking, critical business writing skills, process documentation and knowledge base article composure)

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Network Operations Center Technician

IT Network Operations Analyst, Associate

Lead Principal Engineer – Data Centre, Cloud & Network Operations

NOC Engineer II