Expert IT Network Operations Analyst

Requisition ID # 161588 

Job Category: Information Technology 

Job Level: Individual Contributor

Business Unit: Information Technology

Work Type: Hybrid

Job Location: Fairfield

Department Overview

Information Systems Technology Services is a unified organization comprised of various departments which collaborate effectively in order to deliver high quality technology solutions.

Position Summary

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.

PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. We would not anticipate that the individual hired into this role would land at or near the top half of the range described below, but the decision will be dependent on the facts and circumstances of each case.​

A reasonable salary range is:​

Bay Area Minimum: $118,000.00

Bay Area Maximum: $188,000.00

California Minimum: $112,000.00

California Maximum: $179,000.00

Job Responsibilities

• Mentors and provides guidance to less experienced colleagues.
• Creates and manage tracks incident tickets, change requests, work orders, service requests and assignments as directed.
• Report on trends, upcoming maintenance, update critical asset lists/contacts. Work with the LOBs to improve tag handoffs and create efficiencies
• Drives continuous process improvement and manages complex technology and data process improvements and projects.
• Provides expert level support in analyzing, diagnosing and resolving the most complex technical problems across all Support Areas.
• Proficiency in all jobs performed by the ENOC, including monitoring tools, incident identification, notifications, and resolutions
• Acts as escalation point for customer issue resolution.
• Approves and coordinates clearance releases, and supports escalated repair or restoration activities from escalated events.
• Work with tools and SME's to support upgrades and research faults
• Acts in lead capacity on technical conference bridges for outages as part of the outage management process related to change / maintenance events.
• Establishes a working environment that fosters engagement, continuous learning, innovation, open honest communication, critical thinking, creative problem solving, efficiency, accountability, collegiality and safety.
• Implements firmware/software upgrades for systems and devices under IT Operations Center accountability or as requested.

Qualifications

Minimum:

• Bachelors Degree in IT-Information Technology or job-related discipline or equivalent experience
• 8 years experience in telecommunication, internet, or network operation center environment
• CompTIA-Computing Technology Industry Association CompTIA A+ certification
• CCIE-Cisco Certified Internetwork Expert-Routing and Switching

Desired:

• Masters Degree in Engineering or job-related discipline or equivalent experience
• ^Works in 24 hours per day-7 days per week environment
• ^Works varied shift arrangements
• Ability to travel up to 5 percent of working time
• Experience in data analysis, job-related
• Experience in data center facility, 5 years
• Experience in monitoring network devices
• Experience with ticket management applications
• CCNA-Cisco Certified Network Associate certification
• ITIL-Information Technology Infrastructure Library Practitioner certification
• ~Project Management Institute (PMI) certification

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