Baker McKenzie

The NOC Analyst I will support the operation of the Firm's IT Infrastructure by continuously monitoring systems and managing incidents related to them, in addition to performing both routine and ad-hoc tasks. The role operates on a shift basis, as the NOC Team is present on-site at Global Services Manila (GSM) 24 hours a day, 365 days a year. Additionally, the role-holder is expected to be on-call for critical IT infrastructure incidents and emergencies that require their expertise.

Main responsibilities:

• Provide 24/7 monitoring, troubleshooting, and resolution support for IT Infrastructure related issues - Server, Network, Messaging, Database, Desktop/Citrix, Backup, and VoIP following established procedures; Use existing procedures to solve routine or standard problems
• Provide support on incidents coming from the Technology Help Desk, on-site staff, system owners, and other technical teams following established procedures
• Perform routine and/or repetitive tasks within defined instructions and/or existing procedures such as Server OS Upgrades, Server Resource Expansion, Server Build, Server Decommission, Scheduled Shutdown/Power Up, DNS, Server Reboots and Migrations, etc. 
• Consult, escalate, and/or receive instruction, guidance, and direction from more senior-level roles
• Assist in monthly MS Patching deployment and remediation for all Servers
• Perform day-to-day tasks and assignments per operational processes in compliance with required targets and metrics
• Comply and adhere to operational processes and security policies
• Apply basic skills while developing specialized skills in procedures, operations, techniques, tools, materials, and/or equipment relevant to the role on an ongoing basis through available training, such as instructor-led, CBT, etc.

Skills and experience:

• A bachelor’s degree in Information Technology or Computer Science 
• General knowledge of IT and its function to monitor and troubleshoot problems, provide system support
• Experience in a NOC or IT operations environment
• Working knowledge in ticketing systems, such as ServiceNow
• Experience with systems monitoring/alerting software, such as System Center Operations Manager (SCOM) and SolarWinds
• Work experience in one or more of the following areas: Windows Servers, Databases, Backup, and Networking
• Available to work varying shifts: Day time, afternoon, and night rotational shifts
• Able to work well with a team in a fast-paced, constantly changing environment and follow instructions from management and senior colleagues
• Good analytical skills in identifying and resolving problems, assessing risks, and evaluating technical solution alternatives
• Good decision-making skills in making a logical and proper judgment as to when to escalate the incident to 3rd-level support
• Disciplined and has a sense of urgency, responsibility, and accountability
• Good presentation and communication skills
• Can follow established procedures and processes to meet agreed SLAs

Reports to: NOC Team Lead

Position type: Center Services

Development framework: Business Services

At Baker McKenzie we are different in the way we think, work and behave. With our team of 13,000 people, including over 6,500 locally admitted lawyers, in over 70 offices worldwide, we have a passionately collaborative community of 60 nationalities and are committed to world-class career development to everyone in every job at every level. Baker McKenzie can offer you both the uncompromising commitment to excellence expected of a top firm paired with a passionately global and genuinely collaborative working environment.

Baker McKenzie is an Equal Opportunity Employer. We are committed to promoting diversity and inclusion for all. Our unique international culture is reflected in the drawing together of a worldwide family of individuals from diverse cultures and backgrounds in all of our offices. We encourage the best people - regardless of race, religion or belief if any, gender, gender identity, disability, sexual orientation or age - to fulfill their professional aspirations with us. We are committed to ensuring an inclusive and accessible experience for all candidates.

Reasonable Accommodation statement:

If you require a reasonable accommodation during the application process, please let your recruitment contact know. We are committed to working with candidates to ensure an inclusive and accessible experience in accordance with applicable laws and our commitment to diversity.