About Duke Health Technology Solutions
Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health. By harnessing the power of innovative technologies like cloud computing and artificial intelligence — and pairing them with a forward-thinking approach — Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.
Job Summary
The SOC Analyst is responsible for the 24 x 7 health of all monitored and managed systems, network and applications. This includes the advance administration management of all windows servers (2016 – 2022). The SOC Analyst will provide IT technical and application support to the Duke Medicine community. They are responsible for identifying incidents, events, and analyzing problem trends, overseeing the management and resolution of issues. The SOC Analyst is responsible for reviewing monitoring status, correlating events, understanding alarm diagnosis and incident trends. They troubleshoot and resolve discovered issues under the scope of Operations Center-supported services. The SOC Analyst requires technical acumen, excellent communication skills, troubleshooting skills, and the ability to facilitate and manage technical bridge lines that cross multiple domains. They need to quickly determine root cause, business impact and resolve issues as quickly as possible to ensure patient care is not impacted.
Work Performed
LEVEL 1
- Participate in an operational shift using Service Now tickets, e-mail and phone support to respond professionally and courteously to our customer base to quickly resolve all server, application, storage and networking (and related) issues in a collaborative manner with both cross-functional SMEs and customers.
- Maintain documentation and procedures to ensure adherence to institutional, state and federal policies and regulations.
- Implement, maintain, upgrade, and patch systems to be compliant with Duke Health security policies and standards regarding protection from external and internal security attacks.
- Research and remediate generic and system-specific vulnerabilities.
- Perform other related duties incidental to the work described herein. Responsible for monitoring and troubleshooting of processes, system triage and recovery, providing service management for all Windows and/or UNIX based systems within the Duke infrastructure, systems analysis and diagnosis, application performance and workflow troubleshooting, performance analysis and resolution.
- Participate in technical escalation of IT issues, collaborating with both application and operational teams through systems analysis, diagnosis, trouble-shooting, performance analysis and resolution.
- Participate in 24 x 7 monitoring and troubleshooting of all Service Operations Center -monitored services, including Infrastructure, Networks, applications and web services.
- Perform triage and remediation of detected issues.
-Respond to Service Now ticket and phone queue for Service Operations Center.
- Administer servers, storage, and/or backup technologies.
- Work collaboratively with services and engineering team to provide continuing service management and support on all production and test/development systems.
- Provide support and maintenance for all current and new systems.
- Test updates and security patches. Install operating systems updates and hardware bios upgrades on all targeted systems.
- Monitor event console identifying patterns of activity that could warrant technical intervention to resolve prior to a production outage.
- Provide ongoing support and management of monitoring tools.
- Participate in an on-call and/or shift rotation that provides 24x7x365 coverage, including management and monitoring of mission critical systems and networks.
- Ensure ISOP procedures have been fulfilled; work instructions and OPs are being followed.
- Ensure IT Service requests are fulfilled as per the operational level agreement and committed fulfillment time to include; Host Registration, IP addresses, Server Builds, backups and restores, etc.
- Develop knowledge base articles and work instructions for use by department and inclusion into knowledge base of record.
- Follows DHTS ITIL process work flows to ensure operational tasks and activities are being followed for incident, request, change and event management.
- Follows the change management process for operational change tasks to ensure compliance for change management. Ensures all change management tasks are complete.
- May participate in a rotation, providing 24x7x365 support.
Level 2
- In addition to the duties described for Level 1, Level 2 personnel will:
- Maintain documentation and validation processes to ensure adherence to institutional, state, and federal policies and regulations.
- Enhance systems management tools and procedures, with a specific focus on leveraging the DHTS monitoring suite.
- Will take ownership and facilitate technical bridge during operational disruption in service or service outages. Ensures minutes, action items, and resolution steps are documented and distributed to technical teams. Ensures permanent fixes are put in place to eliminate repeat incidents. Also ensures ServiceNow tickets are kept up to date reflecting all technical actions and steps are documented in the ticket.
- Monitor team chat activity to ensure awareness of high volume activity and potential team help needed.
- Escalate critical tickets to the appropriate support team and monitor tickets for response from support teams ensuring customers are supported.
- Monitor event console, customer support calls in the call tracking system, return calls from customers, as well as enter new incidents or requests into ServiceNow.
- Apply diagnostic utilities for troubleshooting methods to aid in resolution.
- Evaluate documented resolutions, analyze trends, develop, and improve processes and procedures that are efficient and restore customer services quickly.
- Participate in cross-team projects in developing and documenting procedures for triage and problem resolution of new applications or information technology related services.
- Participate in disaster recovery planning and all application resiliency efforts.
Qualifications:
- Advanced Level Windows server 2012-2022 administration
- Intermediate understanding of PowerShell scripting
- Intermediate SSL certificate management
- ITIL fundamentals knowledge
- 5 years IT experience
Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status. Duke makes good faith efforts to recruit, hire, and promote qualified women, minorities, individuals with disabilities, and veterans.