Service Operations Analyst

About us

Here at National Grid, we connect homes and businesses to power, making sure supply and demand match each other. We make sure the lights are on in schools, operating theatres, and sporting arenas; we’re thousands of people working on behalf of millions of people. And whatever your role, wherever you work with us, you’ll help us hit stretching targets and achieve our far-reaching goal: to secure, clean energy that supports our world far into the future. Here, you will be at the heart of energy.

At National Grid, we work towards the highest standards in everything we do, including how we support, value, and develop our people. Our aim is to encourage and support employees to thrive and be the best they can be. We celebrate the difference people can bring into our organization and welcome and encourage applicants with diverse experiences and backgrounds, offering flexible and tailored support, at home and in the office.

At National Grid, we light up the world by harnessing the unique strengths of our people. Join us as an Analyst of Critical National Infrastructure to be part of a team that's driving forward the energy transition, creating a brighter, more sustainable future for all. Unleash your superpower and bring energy to life.

Job Purpose

The UTOC Analyst position within UTOC (Unified Technology Operations Center) Team is the first point of contact related to network health management. The person in this position is required to work in a team environment, under limited supervision and reports to the UTOC Manager. Due to the nature of UTOC’s 24x7 support business, the Engineer 1 will be on site for network surveillance and event management.

UTOC Team provides communication, information, and resolution on all network related events to management and our internal customers. As the first point of event management; the UTOC Engineer 1’s goal is to provide an efficient and effective response to Network issues via triage, escalation, resolution, and follow-up. Previous experience in a NOC environment highly valued, but not required.

Key Accountabilities

• Ability to prioritize alarms and incidents to fulfil SLA commitments.
• Deliver proactive technology monitoring and implement corrective action to ensure optimal performance.
• To provide diagnostics and technical updates on incidents to other members of the operations and engineering teams and senior management.
• Identify opportunities to improve processes and sponsor the introduction of system changes to improve efficiency.
• Work well within our UTOC team and can work shift pattern.
• Proactively monitor technology solutions to ensure events are captured and resolved before they become an incident, whilst in the event of a major service outage, liaise with all relevant departments to undertake emergency fault diagnostics to resolution.
• Escalate issues to Senior Staff/Shift Lead/Manager.
• Perform incident documentation by creating tickets. Incident documentation includes selection of the affected party, prioritization of the incident, filling in the mandatory fields such as type and time of incident and a brief description.
• Update internal customers and management regarding the status of their inquiries or issues.
• Research and resolve issues such as documentation requests, repeat issues, customer follow-up as appropriate, recommend any process improvements and provide shift turn over status.
• Be the front line to UTOC’s technical support staff by coordinating and routing incidents, calls, and tickets.
• Monitor the alarm activity through the Network Management - monitoring system.
• Track incidents where applicable to verify that response times and availability requirements established in the SLA are met.
• Create and update tickets with 100% accuracy, following established procedures.
• Execute projects given by Management.
• Personal Training and Career development.

Qualifications

• Requires a minimum of 2 years of network surveillance experience or degree in related fields of study.
• Exceptional written and oral communication skills.
• Must be able to document issues with a high level of accuracy and attention to detail.
• Ability to multitask in a fast-paced and demanding environment.
• Working knowledge of TCP/IP, subnetting and the OSI network model.

More Information

Salary: $77k - $90k a year

This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.

National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.