NOC SME

The Network Operations Centre is in our Manila office. It is a centralized team responsible for continuously monitoring the performance and health of our network. This team is responsible for monitoring events related to the network and monitoring the life cycle of incidents related to these events.

The NOC serves as the first line of defense against network disruptions and failures. They're designed specifically to prevent downtime and ensure high availability. Being part of the NOC means you will be part of a continued maturity and improvement journey. Your observations and ideas count, and you will have plenty of possibilities for learning and growth.

Digital Technology Solutions > Digital Employee Experience & Infrastructure as a Service > Service Desk, SIMA & Service Management

Responsibilities

Administrative:

• Participate in the new hire process, including initial resume screening, conduct interviews, and recommend applicants for the next step to the NOC manager
• Train newly hired employees on the day-to-day NOC operations

Operations:

• Serve as a team member on a 24x7 Network Operations Center (NOC)
• Act as NOC second-level escalation for any events related to the daily operations and Business Continuity Process (BCP) situation
• Monitor performance and service availability of global services including voice/data network, hardware, and servers
• Receive and respond to inquiries and requests via telephone, email, and case tracking system with speed, accuracy and proficiency
• Perform initial assessment and troubleshooting steps then endorse to the appropriate support group if needed
• Perform customer support functions which include but to limited to, receiving calls, documenting the call details, and escalating to an on-call analyst
• Escalate to other team members using the most appropriate medium for event or incident resolution
• Inform stakeholders of ongoing events or incidents until the issue is resolved
• Maintain service outage log and shift logs
• Track all maintenance activities, events, and incidents then accurately and completely document them in the ticketing system
• Generate service performance reports
• Provide system performance metrics to NOC management and other groups within IT

Continual Improvement:

• Improve knowledge of, and ability to operate, all technical support tools and technologies
• Contribute technical solutions to the Knowledge Base
• Update all relevant information including but not limited to incident or problem tickets, process documents and how-to guides
• Act as a subject matter expert on a specific process, task, or system as agreed with the NOC manager
• Work with members, including other groups, to improve the NOC's overall support level
• Participate in projects and initiatives as a member of the IT Operations team

Qualifications

• 3-5 years experience in an IT Service Desk, Technical Operations, NOC, or other technical support role with a background as either an NOC Analyst or an IT Service Desk Analyst
• Demonstrated knowledge of IT systems component stack (e.g., network, hardware, OS, database, and application software) and experience supporting at least one of these areas in an operations capacity
• Working knowledge of technologies and other application/system administration tasks
• Programming/scripting experience is beneficial (i.e. C#, VB.Net, PowerShell)

Competencies

• Effective communication, telephone & interpersonal skills, comprehensive verbal and written communication skills in English
• Ability to work shifts as assigned which may include weekends and ability to be available on an on-call basis
• Good customer service abilities and capability to establish working relationships with team members throughout the organization
• Analytical, troubleshooting, and problem-solving skills
• Experience handling multiple competing priorities and ability to manage conflicts
• A wide degree of self-motivation and drive to achieve is expected

What we offer

Vestas provides an open, respectful global culture, an attractive compensation package, and long-term career development. Choose us, choose a good future! To meet business growth needs, Vestas needs a lot of expertise to join us. We care and respect all employees and will offer attractive benefits which include: A broad program of on-job training, an ideal platform for professional and personal development, a Bonus Program, colorful team activities and etc. We put the emphasis on developing both personal and professional skills. In return, we expect you to achieve goals to achieve results. Choose us, choose a solid future!

Additional Information

We do amend or withdraw our jobs and reserve the right to do so at any time, including before the advertised closing date. Please be advised to apply on or before the 31st of May 2024.

Additional Benefits

• Fitness Subsidy
• Retirement Benefit Plan

BEWARE – RECRUITMENT FRAUD
It has come to our attention that there are a number of fraudulent emails from people pretending to work for Vestas. Read more via this link, https://www.vestas.com/en/careers/our-recruitment-process

DEIB Statement
At Vestas, we recognize the value of diversity, equity, and inclusion in driving innovation and success. We strongly encourage individuals from all backgrounds to apply, particularly those who may hesitate due to their identity or feel they do not meet every criterion. As our CEO states, "Expertise and talent come in many forms, and a diverse workforce enhances our ability to think differently and solve the complex challenges of our industry". Your unique perspective is what will help us powering the solution for a sustainable, green energy future.

About Vestas
Vestas is the energy industry’s global partner on sustainable energy solutions. We are specialised in designing, manufacturing, installing, and servicing wind turbines, both onshore and offshore. 
Across the globe, we have installed more wind power than anyone else. We consider ourselves pioneers within the industry, as we continuously aim to design new solutions and technologies to create a more sustainable future for all of us. With more than 173 GW of wind power installed worldwide and 40+ years of experience in wind energy, we have an unmatched track record demonstrating our expertise within the field. 
With 29,000 employees globally, we are a diverse team united by a common goal: to power the solution – today, tomorrow, and far into the future. 
Vestas promotes a diverse workforce which embraces all social identities and is free of any discrimination. We commit to create and sustain an environment that acknowledges and harvests different experiences, skills, and perspectives. We also aim to give everyone equal access to opportunity. 
To learn more about our company and life at Vestas, we invite you to visit our website at www.vestas.com and follow us on our social media channels. We also encourage you to join our Talent Universe to receive notifications on new and relevant postings.