Oceaneering GOC Analyst in Chandigarh, India
Oceaneering is a global oilfield provider of engineered services and products primarily to the offshore oil and gas industry, with a focus on deepwater applications. Through the use of its applied technology expertise, Oceaneering also serves the defense, entertainment, and aerospace industries. Oceaneering’s business offerings include remotely operated vehicles, built-to-order specialty subsea hardware, deepwater intervention and manned diving services, non-destructive testing and inspection, and engineering and project management.
The Global Operations Center Analyst provides customer support, service and technical support through analysis and problem resolving to enable installation,maintenance,education, implementation and documentation of a variety of software and hardware technologies using remote communication or through phone to the client or the end user..
GOC Analyst will provide first and second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.
Duties & Responsibilities
Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
Receiving, logging and managing calls from internal staff via telephone and email
1 st and 2nd line support - troubleshooting of GDS related problems from in-house software, network and hardware such as cisco switches, routers, firewalls etc
Troubleshoot basic network issues
Escalate unresolved calls to the Network support team
Log all calls & tickets in ticketing system
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Provide stats for the weekly Operations Center report on call trends
To arrange for external technical support where problems cannot be resolved in house
Publishing support documentation to assist staff with requests for information & provide staff training if required
Document all network designs, configurations, and network change requests to maintain real time accountability network architecture for Network Operations Center
Standardize global design and documentation of data, voice, and video globally
Flexible schedule and sense of urgency to support escalations that impact business operations and client services
Lead network activity for mobilizations and demobilization's while updating all documentation and systems pertaining to defined activity
Answer phone and email client requests for support on GDS services
Available after hours and weekends as needed and willing to work on-call rotation
Maintain procedures and standards in support of Network operations and documentation required for network administration
Strong verbal and written communications skills and ability to work well in a team or individually.
Continuously strive to learn new technology and product solutions required for Projects and Services
Promote positive work environment attitude
Promote customer service
Update and maintain site cards and Network drawings
Promote safety in workplace that aligns with Oceaneering’s policies
Ability to work as a team member, team lead and/or independently
Other duties as assigned.* *
- Support activities within the planning / detailed design cycle to ensure the highest level of customer satisfaction
- Provide technical support to senior roles within the team
- Undertake ad-hoc implementation support
- Respond effectively and courteously to all internal/client requests
- Seek and collate internal feedback on performance
- Support customer project work at an appropriate level
- Keep team well informed of quality issues which may impact client satisfaction
- Liaise closely with all internal/external resources for implementation type activity
- Effectively communicate project information to superiors as relevant
SKILLS & EXPERIENCE
Good technical capabilities and a background in the network arena are required for this role, along with a basic understanding of the UK and global markets. Ideally you will have experience with multinational companies and a good track record of achievements.
You should have a genuine interest in and the basic capability to design small size LAN/WAN and WiFi solutions and to see them through build and into implementation. Knowledge of LAN technologies based on key vendor equipment (Cisco, Juniper) is therefore required along with a good knowledge of routing and switching techniques and protocols.
To perform the job successfully, an individual should demonstrate the following competencies:
Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Motivation- Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time
Dependability- Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Excellent communication skills and telephone manner Top Priority
Exceptional written and oral communication skills
Incident Management experience – Managing incidents including business expectations and communication
Strong analytical skills and problem solving capabilities
Ability to absorb and retain information quickly
Ability to effectively prioritize and execute tasks in a high-pressure environment
ITIL V3 Foundation Certified (Preferred - Not Essential)
Bachelor Degree.(Preferred - Not Essential)
Experience of working as Servicedesk/Helpdesk/Network Analyst ranging from 1-5 yrs
Troubleshooting software such as Solarwinds, Wireshark, and packet tracers
Routing over VSAT, 4G LTE, WiMAX, Metro-ethernet, and fiber
Cisco Wireless VoIP, Wireless Controllers, and autonomous and lightweight Access Points
Switching technology fundamentals
To perform this job successfully, an individual should have complete knowledge of such programs as Microsoft Visio, Word, Excel, and Powerpoint.
Ability to read, analyzes, and interprets general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Essential Job Functions
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is indoors during the day and occasionally at night and is regularly required to sit. The employee is occasionally required to stand; walk; handle or feel; reach with hands and arms; stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. Specific hearing abilities required by this job include hearing all ranges. This is considered light work.
We offer a competitive salary, a comprehensive benefits package, relocation support and the opportunity to advance in an international company. To apply, click 'Apply Now'.
Job Title: GOC Analyst
Location: Chandigarh, India
Job ID: 12136
Full/Part Time: Full-Time