Who We Are
Founded and continuously led by inventor and entrepreneur Tony Aquila, Solera is a global leader in digital technologies that connect and secure life's most important assets: our cars, homes and identities. Since its inception in 2005 as a garage-based startup, Solera has grown aggressively with over 50 acquisitions across its platforms. The company's current product solutions include Audatex, Autodata, AutoPoint, CAP/HPI, Colimbra, Digidentity, Enservio, Explore Data, Hollander, Identifix, Inpart, LYNX and TitleTec, as well as the company's flagship Digital Garage application. Today, Solera processes over 300 million transactions annually for approximately 235,000 partners and customers in over 80 countries. Unified by a strong culture that values uncommon entrepreneurial thinking and continuous "do-it-different" innovation, Solera's global workforce of 6,700+ associates come from diverse forward-thinking industries that include automotive technology, artificial intelligence, software development, data sciences, cybersecurity, cognitive design, and digital identity protection. For more information, please visit solera.com.
The Solera Way
Solera’s uncommon culture is based on three simple principles: Think 80/20 (Focus), Act 30/30 (Efficiency), and Live 90/10 (Accountability). We define our mindset using Our 3H’s: Humility, a Hunger to succeed, and a desire to Hunt for opportunities to win. We train our volunteers to engage with each other modulating between their intellect (IQ) and emotional intelligence (EQ) using our 3Fs: Facts, Finesse, and Force. Solera has become a global technology leader that is constantly growing in the double digits. The principles, drills, and values associated with the Solera Way have been fundamental to Solera’s success and our ability to grow, continuously change, and innovate.
Are You Uncommon?
We’re on the hunt for an experienced Incident / Problem Manager who ranks in the top quartile among their peers. Someone who has a highly competitive and entrepreneurial mindset that is wired with a team-first attitude, has no problem rolling up their sleeves to execute their missions, and can modulate between leading and following as needed.
The NOC Analyst will work as a member of the Network Operations Team, responsible for 24/7 monitoring of live systems. To perform Tier 1 and Tier 2 Administrative duties within a Global environment utilizing ServiceNOW as the ITSM ticketing tool. This is a hands-on technical role that contributes to the success by managing enterprise monitoring of critical and non-critical system layers through the implementation of various measuring and monitoring systems. This position is a strong advocate and catalyst for continual process and technology improvements and will assist in outage remediation efforts.
What You’ll Be Doing
At Solera, we believe in providing clarity and focus to what our volunteers are responsible for – their mission. The 80’s, as we call them at Solera, are the employee’s priorities associated with their role or mission. The mission 80’s for this role, are:
Provide NOC monitoring, reporting and escalation to technical experts both inside and outside of IT.
Perform Tier 1 and 2 troubleshooting and provide real-time updates in the ITSM tool.
Maintain operational support documentation & develop a knowledge base for use by all NOC personnel.
Additional responsibilities of the role include:
Participate in and support the NOC shift rotation, ensuring adequate cover is provided.
Complete Site-facilities tasks as required.
Maintain & follow process documentation, highlighting corrections & updates where applicable.
Perform daily health checks/capacity checks in accordance with NOC Team schedules, escalating when required.
Ensure that technical support callouts are completed in line with processes.
Track ageing Incident and Problem records and escalate to the relevant service lines, with any outstanding issues of the support group.
Ensure daily checks of the server room are completed, carrying out actions that lead to rectification of any problems that occur.
Ensure that customer calls are dealt with in an expedient and efficient manner, providing the necessary courtesies to the caller.
To be conversant in escalation procedures and ensure that upon discovering discrepancies that these are highlighted to the Process Owner.
Provide support to management and business units, as requested, when a business disruption or outage occurs.
To provide IT operational support (Tier 1 and 2) for all IT services largely based on Unix (AIX and Linux), and Microsoft Windows.
Be able to support a 24x7 shift rotation when required.
Understanding of Internet technology such as Web browsers & general concepts.
Ability to communicate clearly both verbally and in writing.
Methodical approach to work, with attention to detail.
To possess strong organizational and time management skills.
The above list of main duties and responsibilities is not exhaustive, and you may be asked to carry out other adhoc tasks as & when required
Are You Qualified?
Required A High School or GED
Preferred An Associate's Degree in a related field or graduate from a technical school in information systems or information technology or related field
Preferred A Bachelor's Degree in a related field
Required 2+ years of experience in managing IT incidents or problems, or working with customers in a service desk environment or other IT support organization
Demonstrated experience in NOC environment or IT Engineer role
Advanced Demonstrated interpersonal/verbal communication skills
Advanced Demonstrated customer service skills
Demonstrated organizational skills
Ability to multi-task
Required Intermediate Microsoft Office Suite
Preferred Intermediate Other High-level knowledge of networking, Windows and UNIX operating systems, databases, application development
Preference given to individuals with ServiceNOW experience
Licenses and Certifications:A license in one of the following is required:
Preferred Other ITIL v3 Foundations certification
Preferred CompTIA Certified in any discipline or ability to obtain within the first 3 months of employment
Preference given to individuals who have Microsoft, Networking, VMWare, or other enterprise certification(s).
Able to read and understand technical process documents
End to end delivery of IT services
Ability to understand monitoring alerts and act accordingly
Experience with Solarwinds monitoring software, preferred
Experience with Nagios monitoring software, preferred
Experience with ICINGA monitoring software, preferred
Basic understanding of network protocols and routing, network, server, and host operating systems
Ability to interpret and record complex data discuss on bridges delivered from technical groups of internal and external customers
Experience working with no less than two of the following is required:
Windows workstation clients
Working in a helpdesk environment
Citrix Metaframe XPe ICA and/or web clients
Microsoft System Admin/Engineer
We believe that offices should be destinations where people want to be… places where people want to work, play and, collaborate. That is why we spend a lot of time on enhancing our workspaces. Solera’s work environments are intersections of the old and the new… of the past, present, and future. They are spaces designed to stimulate creative thinking, innovation, and cross-functional collaboration.
We also embrace wellness. Whether it is our onsite or offsite workout centers, nutritional meals and beverages, or endless snacks for focus and energy. This wellness plan is our commitment to healthy living, which spans across our office environments.