Hyatt Network Operations Center (NOC) Technician in CHICAGO, Illinois
Reporting to the Network Operations Center Manager, 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 monitoring, facilitating the Major Incident Process, and troubleshooting of incidents to remediation.
Monitor the availability of Hyatt’s critical systems, datacenters, and hardware that is crucial to day to day operations by using the designated monitoring solutions.
Responsible for the 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.
Partakes in the Service Support Package (SSP) process of onboarding new services.
Develops the monitoring and escalation procedures of new services.
Participates in the development and implementation of ITSM practices.
Demonstrate a commitment to Hyatt core values.
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.
Bachelor’s Degree preferred
3 years progressive experience in a NOC, IT Operations, or Tier 2/Tier 3 Technical Support role
Working technical knowledge of network and platform operating systems, including client and server operating systems. Advanced working understanding of Microsoft windows server administration basics
Experience with ServiceNow, SCOM, Splunk, New Relic, Oracle, VMware, SQL preferred
Ability to effectively correlate incidents and clearly communicate impact and activities
Ability to conduct research into software or hardware issues and products as required
Ability to monitor, troubleshoot, and support technologies related to infrastructure systems and applications
Demonstrable skills working Change Management activities
Experience leading bridges on major incidents to capture timelines, gather technical details, and manage resources to expedite resolution
Ability to perform analysis, define new processes and drive technology initiatives and projects
Works well under pressure
Demonstrated leadership when leading projects and motivating others
Experience in developing and executing a well-defined approach to implementing change in a Global environment.
Proficiency in all Microsoft Office tools, including Microsoft Project
Excellent verbal, written and interpersonal skills
ITIL V3 Certified preferred
Bachelor Degree or higher preferred; concentration in Computer Science or comparable field
Primary Location: US-IL-Chicago
Organization: Hyatt Corporate Office
Pay Basis: Yearly
Job Level: Full-time
Req ID: CHI010911
Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.
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