Senior Analyst - NOC Tools Admin [T500-10582]

Job Summary:

Reporting to NOC Manager at HSC, the Sr. Analyst (Tools Admin) has a responsibility for all technology aspects of Inspire Brands monitoring tools/portals and acts as the primary technology expert for the NOC team for Monitoring enhancements and various tools integrations. This role drives the maintenance of restaurant technologies inclusive of various monitoring tools to monitor the Applications, Network and Infrastructure maintenance, management, reports, health status etc. Owns all aspects of Infrastructure and application monitoring, managing, reporting and escalation.

The Sr. Analyst will ensure that all processes and procedures follow ITSM guidelines, are documented and reviewed on a regular basis. This role is responsible for ensuring an exceptional customer experience, establishing service level agreements that align with business.

Responsible for Set up reliable and resilient monitoring environment and configuring high availability and disaster recovery plan. Responsible for ensuring best practices in monitoring target devices by applying required monitoring parameters and security configurations. Alert setup for required monitoring parameters.

RESPONSIBILITIES:

Duties and Responsibilities:

Description:

• In-depth Knowledge of different monitoring tools (Dynatrace, SolarWinds, New relic, Splunk, Nagios. Etc).
• Admin level expertise over the monitoring tools.
• Define the Design of the Architecture and infrastructure.
• Programming background like Java/Python/Linux
• Full management experience of monitoring tools
• Alerting, Alerting reports and various analytical reporting expertise.
• Responsible for documentation of centralized monitoring activities e.g., risk/issue(s) findings, escalation, tracking and resolution etc., during study conduct etc.
• Experience in Technical Documentation with office Platform.
• Monitoring the performance and capacity of computer systems. IT network systems. Testing and maintaining services of end to end Responsible for Incident Management life cycle & Service requests fulfilment.
• Collecting all the monitoring requirements and coordinating with multiple tools vendors for required enhancements.
• Adherence to the process compliance
• Documenting all the required KB articles/runbooks/SOPs w.r.to monitoring setup.
• Collecting and managing the support and escalation matrix for all the tools monitoring Vendors.
• Taking initiatives to find the possible opportunities and implementing the same to enhance the monitoring.
• Customer-oriented, and capable of providing high levels of client satisfaction.

EDUCATION QUALIFICATIONS:

Required Minimum:

• Bachelor's degree in computer science, Management Information Systems, or related field.

EXPERIENCE QUALIFICATION:

• 6+ years of experience in Monitoring environment as tools Admin
• 6+ years of experience in Tools Admin role
• 6+ years of experience with strong troubleshooting skills and should have experience on database, APIs, and monitoring tools (Splunk, New Relic, AppDynamics, AWS)
• 4+ experience in setting up the new Monitoring requirement.

REQUIRED KNOWLEDGE, SKILLS, or ABILITIES:

Knowledge, Skills, and Abilities:

Mandatory (Required):

• Hands-on experience in setting up the new monitoring support center.
• Experience in multiple Vendors Engagement/Management
• Coordination with multiple support teams to mitigate the integration issues for the monitoring tools.
• Identify inefficiencies and lead initiatives to streamline operations, automate tasks, and implement best practices. Seek feedback to drive continuous improvement.
• Ensure adherence to regulations, standards, and internal policies. Maintain accurate documentation of processes, configurations, and incident records. Conduct audits and implement corrective actions as needed.
• Experience in ITIL and Service Management concepts primarily Change, Incident and Event Management.

Optional (Required):

• Communicates with the NOC to raise awareness of potential risks related to applications within a project.
• SaaS/Cloud/Azure experience a plus
• Excellent understanding of technologies, operating systems, networking, anti-virus, back-ups, systems, and firewalls
• Knowledge required on the following vendor products: Juniper, VMWare, Microsoft, Cisco

About Inspire:

Inspire Brands is a multi-brand restaurant company whose current portfolio includes nearly 32,000 Arby's, Baskin-Robbins, Buffalo Wild Wings, Dunkin, Jimmy John's, and SONICDrive-In locations worldwide. The company was founded in 2018 and is headquartered in Atlanta, Georgia.

About Inspire Brands Hyderabad Support Center;

Inspire fosters a culture of innovation that encourages team members to take risks, test, and learn. We want to create an environment where ideas emerge and succeed at every level.

Inspire Brands is disrupting the restaurant industry through digital transformation across multiple brands. The company's technology hub, Inspire Brands Hyderabad Support Center, will lead technology innovation and product development for the organization and its portfolio of distinct brands (both current and future). The Center will focus on developing new capabilities in data science, data analytics, eCommerce, automation, cloud computing, and information security to accelerate the company's rapid growth and influence how we reach the guest and, more importantly, how the guest wants to interface with us.

Inspire's Hyderabad Support Center will also host an innovation lab and collaborate with start-ups to develop solutions for productivity optimization, workforce management, loyalty management, payments systems, and more.

Why Inspire Brands

Inspire and its six iconic, global brands are driven by passionate team members with a collaborative, innovative spirit and a desire to use technology to create memorable, flavorful experiences for our guests worldwide.

At Inspire's Hyderabad Support Center, you'll get the opportunity to learn and grow with us. What makes Inspire different in the way we approach technology is that we are building the capability to be extensible and scalable across our brands.

Inspire fosters a culture of innovation that encourages team members to take risks, test, and learn. We want to create an environment where ideas emerge and succeed at every level, not just at the top.

A supportive, inclusive environment is very important to us. Just as each of our brands are authentic and unique, we also encourage our team members to do the same. We're a stronger company because of it.

Join a company where we elevate each other and the communities we serve.