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Network Operations Center (NOC) Technician

Posted June 10, 2021

Hyatt Hotels Corporation
Chicago, IL
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About This Job

Description

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.

Responsibilities

  • 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.


Qualifications

Experience

  • 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

Education

  • ITIL V3 Certified preferred
  • Bachelor Degree or higher preferred; concentration in Computer Science or comparable field
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About this Employer

Hyatt Hotels Corporation

150 N Riverside Plaza
Chicago, IL 60606

Telephone (312) 750-1234
Reservations (800) 233-1234

Corporate Office

www.hyatt.com

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You're More Than Welcome

We are a global hospitality company with widely recognized, industry leading brands and a tradition of innovation developed over our more than fifty-year history.  Our mission is to provide authentic hospitality by making a difference in the lives of the people we touch every day.  We focus on this mission in pursuit of our goal of becoming the most preferred brand in each segment that we serve for our associates, guests and owners.  We support our mission and goal by adhering to a set of core values that characterize our culture.    

Our full service hotels operate under the Hyatt®, Park Hyatt®, Andaz™, Grand Hyatt®, Hyatt Regency® brands.  Our two select service brands are Hyatt Place® and Hyatt Summerfield Suites™.  We develop, sell and manage vacation ownership properties under the Hyatt Vacation Club® brand.  

Our associates, whom we also refer to as members of the Hyatt family, consist of over 80,000 individuals working at our corporate and regional offices and our managed, franchised and owned properties in 45 countries around the world.  Our corporate headquarters are located in Chicago, Illinois.

Does the Hyatt spirit shine in you?

Hyatt is a place where high expectations aren’t just met—they’re exceeded. It’s a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry.  It’s a place where career opportunities are as unlimited as your imagination. Discover your place to shine in our warm, respectful, and inclusive culture.

Hyatt associates work in an environment that demands exceptional performance, yet reaps great rewards... whether it's career opportunities, job enrichment or a supportive working environment. If you are ready for this challenge, then we are ready for you.

It's all about authentic hospitality

We are pleased that you are exploring Hyatt. We believe our guests select Hyatt because of our caring and attentive associates who exceed their service expectations. In today's competitive environment, that says a lot about who we are.  We care about our associates and we care about our guests.

At Hyatt, hospitality isn't just a business; it’s a calling.  It’s a calling evidenced in the thousands of decisions and interactions made everyday by passionate employees throughout our company.  Because hospitality is the core of who we are, it extends well beyond our guests. Our unique brand of authentic hospitality is also experienced by our employees.  

We do this by infusing every facet of the Hyatt employee experience with the same degree of hospitality that we show our guests.

Our Philosophy

The success of Hyatt is driven by over 80,000 associates around the world who provide authentic hospitality and strive to make a difference in the lives of the guests they encounter every day.  The Hyatt culture is built around a 50-year tradition of innovation and excellence, a deep understanding of the hospitality industry and a passionate commitment to delivering the most rewarding experience possible to our guests and our associates.   Mission:  We provide authentic hospitality. We make a difference in the lives of those we 'touch' everyday—that is our definition of hospitality.  We do this in an environment that respects all people and all ideas.  We do it in an efficient way that leads to superior results.     Goals:  We aspire to be the preferred brand in each of the segments we serve. Most preferred among our employees, guests and owners.   Values:  Mutual Respect, Intellectual Honesty, Integrity. Humility, Fun, Creativity and Innovation.  

You'll enjoy equal parts rewards and recognition

Hyatt believes in its employees in celebrating success and in highlighting accomplishments!  Employees take pride in being part of such a collaborative environment.   As an employee of the Hyatt team, not only will you receive outstanding rewards and recognition, but you’ll also be a part of a family-friendly atmosphere consistently labeled with "great camaraderie".  You’ll feel a tremendous sense of pride when you’re recognized for your contributions to our exceptional guest experiences.    Hyatt is equally committed to ensuring that you, your family or domestic partner stay healthy, take advantage of opportunities, plan for the future and take time to enjoy life.   As healthy and happy people, Hyatt employees are committed to working in our collaborative environment.     Hyatt's worldwide recognition and rewards programs will vary depending on the country.  Local benefit packages will be offered for those hotels outside of North America.  

Just as important as our guests

We know that quality health and welfare care for you and your family or domestic partner is top priority.  Hyatt’s medical, dental, vision and prescription drug coverage is designed to give employees and their families the opportunity to obtain comprehensive and quality health care services at reasonable costs utilizing a large network of medical professionals.     Combined with unique discounts for alternative health options and fitness services, Hyatt employees take advantage of the special programs offered like the Moms-to-Babies and the Healthy Outlook Programs.  Hyatt puts their employees in control of their benefits by providing easy-to-use tools to help manage them effectively and by offering a range of benefits to best meet their needs.   When the need arises, Hyatt's leave policies, allow ample time off for personal, medical, new child, military or to care for a family member.  Successfully being able to cope with life's everyday challenges equates to a healthy and productive work environment.  The LifeBalance assistance program Hyatt offers has proven to act as a strong source of reference and is available anytime.