NOC Technician

Salary Details

Salary Description: Competetive Salary Offered

Job Description For NOC Technician

Description

The Opportunity

Hyatt seeks an enthusiastic NOC Technician to join our IT Organization. In this role, you will be collaborating closely with the broader Digital and IT teams, where you'll be instrumental in continuing to make Hyatt a leading hospitality company. You will be part of a team that is passionate about our purpose, committed to nurturing curiosity and new skills, and building connections across the organization with colleagues, customers, and guests.

Who We Are

At Hyatt, we believe in the power of belonging and creating a culture of care, where our colleagues become family. Since 1957, our colleagues and our guests have been at the heart of our business and helped Hyatt become one of the best and fastest-growing hospitality brands in the world. Our transformative growth and the addition of new hotels, brands, and business lines can open the door for exciting career and growth opportunities for our colleagues.

As we continue to grow, we never lose sight of what's most important: People. We turn trips into journeys, encounters into experiences, and jobs into careers.

Why Now?

This is an exciting time to be at Hyatt. We are growing rapidly and are looking for passionate changemakers to be a part of our journey. The hospitality industry is resilient and continues to offer dynamic opportunities for upward mobility, and Hyatt is no exception.

How We Care for Our People

What sets us apart is our purpose-to care for people so they can be their best. Every business decision is made through the lens of our purpose, and it informs how we have and will continue to support each other as members of the Hyatt family. Our care for our colleagues is the key to our success. We're proud to have earned a place on Fortune's prestigious 100 Best Companies to Work For® list for the last ten years. This recognition is a testament to the tremendous way our Hyatt family continues to come together to care for one another, our commitment to a culture of inclusivity, empathy, and respect, and making sure everyone feels like they belong.

Who You Are

As our ideal candidate, you understand the power and purpose of our culture of care and embody our core values of Empathy, Inclusion, Integrity, Experimentation, Respect, and well-being. You enjoy working with others, are results-driven, and are looking for a variety of opportunities to develop personally and professionally.

The Role

Reporting to the Network Operations Shift Supervisor, the Network Operations Center (NOC) Technician works collaboratively with Infrastructure, Operations, and Application teams to help ensure the stable operation, reliability, and security of Hyatt's infrastructure and critical systems. While maintaining high standards and performance, the NOC Technician provides technical support duties for both internal and external company clients and products. In addition, maintains communications with appropriate personnel to provide escalation and notification of system anomalies. Responsible for supporting, monitoring, facilitating the Major Incident Process, and troubleshooting incidents to remediation.

•Monitor the availability of Hyatt's critical systems, data centers, and hardware that are crucial to day-to-day operations by using the designated monitoring solutions

•Participates in major incidents during planned and unplanned outages, ensuring the resolution, escalation, and communication process is followed

•Maintain channels of communication with stakeholders to ensure prompt technical support of any and all business-impacting incidents

•Perform trend analysis on monitoring alarms, incident reports, and service tickets to resolve identified issues

•Manage and distribute critical and non-critical communications to ensure stakeholders are kept aware of incidents and activities

•Respond to customers who have escalated questions/issues in a timely manner

•Continually identifies, implements, and improves effective processes and procedures to ensure overall client satisfaction

•Develop timelines for problems that assist in problem reporting and root cause analysis

•Participates in the development and implementation of ITSM practices

•Create, maintain, and achieve agreed-upon goals

Qualifications
Experience Required:

•3+ years of progressive experience in a NOC, IT Operations, or Tier 2/Tier 3 Technical Support role

•Unix shell scripting ability

•Working understanding of Linux troubleshooting commands in regards to disk I/O, CPU usage, load, and network connections & usage

•Working knowledge of in-house tools such as Nagios, Microsoft SCOM, Datadog, Docker/Kubernetes, VMWare, and ServiceNow

•Working knowledge of network and platform operating systems, including client and server operating systems

•Working understanding of Microsoft Windows Server administration

•Experience with effectively correlating incidents to be able to communicate impact and activities

•Ability to monitor, troubleshoot, and support technologies related to infrastructure systems and applications

•Demonstrable skills working with Incident, Problem, and Change Management activities

•Experience with capturing timelines, gathering technical details, and coordinating resources to expedite resolution

•Ability to perform analysis, define new processes, and drive technology initiatives and projects

•Must be available to support a 24x7 production environment

Experience Preferred:

•Bachelor's degree in Information Technology or a related field

•ITIL V3 (or current) Certified

The position responsibilities outlined above are in no way to be construed as all-encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

We welcome you:

Research shows that individuals tend to apply for jobs only if they meet all the listed job qualifications. Unsure if you check every box, but feeling inspired to enhance your career? Apply. We'd love to consider your unique experiences and how you could make Hyatt even better.