Global Operations Center Analyst

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

The GOC Analyst is responsible for performing technical analysis of issues and outages affecting RSM’s Core IT Systems. This role involves troubleshooting and resolving problems or, when necessary, escalating more complex issues to senior system administrators or network engineers. The analyst also researches and documents mitigation strategies while maintaining up-to-date knowledge of client technologies and their operational impact. Working in a 24x7 environment with critical uptime requirements, the GOC Analyst must effectively prioritize issue resolution. The role includes performing basic system administration tasks, such as network and system troubleshooting, and executing scripts to support operational needs.

Responsibilities:   

• Continuously monitor servers, networks, LAN/WAN infrastructure, SD-WAN appliances, and other critical components using tools like SCOM, SolarWinds and Orion to detect anomalies, outages, and performance issues 

• Respond promptly to alerts by troubleshooting server, network, and application issues, executing scripts if needed, and resolving or escalating incidents on a priority basis. 

• Manage support tickets through the ticketing system (ServiceNow), ensuring accurate tracking, SLA compliance, and the creation of runbooks, knowledge base articles, and incident documentation. 

• Escalate complex issues to senior engineers or specialized teams and coordinate with carriers, vendors, and service providers to resolve LAN/WAN-related incidents 

• Work with cross-functional teams to resolve infrastructure issues and communicate with customers, end-users, and local technicians to provide updates and gather relevant information. 

• Generate regular reports on system health, incidents, and performance trends while identifying recurring issues and recommending preventive measures. 

• Participate in scheduled maintenance, patch management, and upgrades, performing basic system administration tasks and executing troubleshooting scripts as needed. 

• Contribute to process optimization by ensuring alignment with ITIL standards and implementing best practices for incident and problem management. 

Required Qualifications:  

• Bachelor’s Degree in a related field or equivalent work experience. 

• Proficient in using tools like SCOM, SolarWinds and Orion to monitor servers, network infrastructure, SD-WAN appliances, and LAN/WAN systems for performance and stability. 

• Experienced in diagnosing and resolving server, network, and application issues through initial troubleshooting, executing scripts, and managing alerts efficiently. 

• Skilled in managing and tracking support tickets through platforms like ServiceNow, ensuring SLA compliance and maintaining detailed documentation for each incident. 
• Able to escalate complex issues to senior engineers while coordinating with vendors, service providers, and carriers for timely incident resolution. 

• Competent in generating system health reports and documenting incidents, runbooks, knowledge base articles, and shift handover reports to ensure smooth operations. 

• 3 to 5 years of experience monitoring and supporting server and network infrastructure in NOC or IT operations environment. 

• Significant experience working in a 24x7 NOC environment, ensuring continuous monitoring and uptime of critical infrastructure. 

• Demonstrated ability to collaborate with network, server, and application teams while communicating effectively with customers, end-users, and local technicians to resolve issues. 

• Actively participated in system maintenance activities such as patch management, upgrades, and process improvements, following ITIL incident and problem management standards. 

At RSM, we offer a competitive benefits and compensation package for all our people.  We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients.  Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits   https://rsmus.com/careers/el-salvador.html. 

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Salvadoran Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.  

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at [email protected].