Pacific Gas & Electric Company Associate IT Network Operations Analyst (Night Shift) in Fairfield, California

Requisition ID # 16434

Job Category : Information Technology

Job Level : Individual Contributor

Business Unit: Information Technology and Supply Chain

Job Location : Fairfield

Company

Based in San Francisco, Pacific Gas and Electric Company, a subsidiary of PG&E Corporation (NYSE:PCG), is one of the largest combined natural gas and electric utilities in the United States. And we deliver some of the nation's cleanest energy to our customers in Northern and Central California. For PG&E, Together, Building a Better California is not just a slogan. It's the very core of our mission and the scale by which we measure our success. We know that the nearly 16 million people who do business with our company count on our more than 24,000 employees for far more than the delivery of utility services. They, along with every citizen of the state we call home, also expect PG&E to help improve their quality of life, the economic vitality of their communities, and the prospect for a better future fueled by clean, safe, reliable and affordable energy.

Pacific Gas and Electric Company is an Affirmative Action and Equal Employment Opportunity employer that actively pursues and hires a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, age, religion, physical or mental disability status, medical condition, protected veteran status, marital status, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information or any other factor that is not related to the job.

Department Overview

Information Technology (IT) is a unified organization comprised of various departments which collaborate effectively to deliver high quality technology solutions.

The Enterprise Network Operations Center (ENOC) provides system monitoring, incident management, and problem investigation in support of PG&E’s critical systems availability. The ENOC also provides key support of the IT Change Management process through Change Request processing, implementation, and post implementation validation.

Position Summary

This nigh-shift position responds to network alerts and computing problems and works remotely to resolve them. Utilizes support from technical experts within the organization and third parties to resolve problems. Takes responsibility for handling incidents through completion or escalation. Finalizes the task according to company policies for incident management. Documents the problems encountered and techniques used to solve it for future reference.

Job Responsibilities

  • Apply fix procedures as instructed for repetitive events as instructed.

  • Create and track incident tickets, change requests, work orders, service requests and assignments as directed.

  • Create/Assign incident tickets based on priority, impact and complexity to the appropriate fix agents.

  • Escalate incidents as needed if not well-defined by Run Books or work instructions.

  • Initiate major outage communication technical bridges as requested.

  • Isolate and correlate multiple customer issues identified with alarms / alerts received to eliminate duplication of events as instructed.

  • Issue initial outage notification event communications as directed.

  • Manage alarms and alerts received from existing monitoring programs with previously defined business rules.

  • Monitor network devices, interfaces and applications through intelligent devices and automated programs as directed.

  • Monitor network, applications, and systems across the PGE enterprise for alarms/alerts received from incidents, unauthorized or failed changes.

  • Monitoring & Scheduling alarms & alerts based “Eyes on Glass”, Initial Outage Mgmt., Notifications, 7x24 hour support.

  • Provide feedback on alarms, Run Books, process efficacy and knowledgebase to service manage, OSS Tools and operations support as necessary.

  • This is the “Eyes on Glass” role, which monitors the network systems and application events.

  • Timely implementation of predefined Playbooks, Run-books, Work Instructions or Business Rules changes as directed.

Qualifications

Minimum:

  • High School or GED Diploma

  • Experience in IT network or IT telecommunications

Desired:

  • Associates Degree in Information Technology or job-related discipline or equivalent experience

  • 1 year of experience in IT network and telecommunications

  • 1 year of experience in telecommunications operation center environment

  • Experience in monitoring network devices

  • Experience with ticket management applications