1900 Colonel Sanders Lane

Digital Network Operations Center (NOC) Specialist

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Digital Network Operations Center (NOC) Specialist
1900 Colonel Sanders Lane
Louisville, KY
40213
United States

Description:

JOB RESPONSIBILITES:
- Monitoring - Utilize proactive monitoring tools to identify availability incidents with the infrastructure. Applying this knowledge to identify and remediate routine problems of limited scope to increase infrastructure uptimes.

- Support - Troubleshoot availability incidents identified via proactive monitoring tools. This will include providing skilled escalation point for KFC Help Desk, utilizing remote control applications and calling end users to assist with troubleshooting. The list of contacts this position will reach out to includes but is not limited to, Franchisees, Restaurant Managers, Above Restaurant Leaders, and Strategic Vendor partners.

- Escalation -Coordinate and support infrastructure troubleshooting and incident resolution. Escalating the most complex incidents and problems to the Network or Security Engineers. Provide both high level and detailed communication for various teams and leadership as necessary. This position will be expected to provide members of the team with high level details they need to make both tactical, and strategic decisions for continuous improvement.

- Vendor Coordination - Coordinate and support incident escalations regarding our managed service providers from the KFC helpdesk and other Above Restaurant Leaders. Periodically communicate and escalate to vendors regarding chronic incidents and problems. Participate in calls related to problems and incidents.

- Technology Deployment - Ensure that Digital network and other infrastructure resources are available and properly configured for physical and application changes. Failures in this area will result in significant financial impact to KFC and our franchisees due to the inability of planned resources and vendors to execute their changes (i.e. installation rescheduling fees).
WORKING RELATIONSHIPS:
- Helpdesk

- Infrastructure

- Implementation

- 3rd Party Service Providers:

- 5 Network Service Providers - Comcast, Hughes, GTT, CTA, and Mojo Wireless

- 5 Network Equipment Providers - Fortinet, Aruba, Cisco, HP, and Mojo Wireless

- 2 POS Maintenance Providers - PAR and Toshiba

- 3 Installation Service Providers - CTA, PAR, and Pomeroy Solutions

- Vendor Management Team

- Restaurant Operations
KNOWLEDGE AND SKILL REQUIRED:

Education/Certifications - Bachelor's Degree preferred

Experience
- Years of Experience - 1-3 or more years of IT experience

- Excellent verbal communication and customer service skills

- Proven ability to work autonomously focused on long-term results

- Knowledge of network equipment (routers and switches)

- Knowledge of network transports (DSL, cable, satellite, cellular)

- Strong working knowledge of Microsoft Operating Systems

- Working experience with Incident and Problem tracking systems (i.e. Remedy ServiceDesk)

- Working knowledge of Remote Control applications (i.e. pcAnywhere, Bomgar)

- Working knowledge of configuration and implementation of remote monitoring tools to track progress against key performance indicators. (i.e. Intelligent Management Center, SolarWinds) considered a plus.

- Completed or active pursuit of industry accepted certifications (ITIL, Cisco, ISC) considered a plus.

Additional Info:

KFC restaurants across the US are commonly operated by independent business owners called Franchisees. They have a contract with KFC allowing them to sell our products and have all operating responsibility for their restaurant, including being your employer. As a result, independently-owned franchised or licensed locations may have different requirements.

Please keep in mind, this is just basic information and you’ll find out more after you apply. At KFC, what you do matters! So if you want to be part of a winning team, find out now why Life Tastes Better with KFC. Apply today!

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If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time by contacting the location nearest you.