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Location: Gurugram
Company: Stem
The ROC (Remote Operations Centre) Analyst performs technical analysis of system issues and outages as they occur across our fleet of networked Energy Storage Systems. This individual performs research to troubleshoot and resolve the issue or, depending upon complexity, escalates the issue to higher-level network engineers. The NOC Analyst is responsible for researching and documenting various mitigation strategies. This individual must be able to prioritise remediation of issues with critical uptime requirements. The NOC analyst may also perform basic system administration tasks such as network/system troubleshooting, patching operating systems and applications, and executing various scripts. As we expand our services internationally, we need techs to be able to cover off-hour shifts from California’s time zone and therefore we are looking to bring up a team in India via our partner Also Energy. This will help us deal with backlog from overnight and help be prepared in the morning.
Responsibilities
- Remotely Identify, prioritize, and troubleshoot incidents in accordance with customer business requirements, organizational policies, and operational impact
- Develop tools and processes to support continuous improvement initiatives
- Create new rules for our data engine, to support strategic root cause corrections
- Monitor and troubleshoot a wide variety of information and network systems that include, but are not limited to LAN/WAN systems, firewalls, IoT systems, operating systems, and energy storage management systems
- Track operational incidents in JIRA
- Coordinate with field technicians during installation and operational issue resolution
- Notify field service, customer operations, and third-party service providers of issues, outages and remediation status.
- Work with internal and external technical and service teams to support both temporary and permanent solutions to system issues, and to create and/or update knowledge base articles
Requirements
- BTech/ BE degree in Electrical Engineering, Electrical and Electronics Engineering or ECE from an accredited college or university.
- Good understanding of communication protocols that include but not limited to MODBUS RS485 and TCP/IP communications; Networking fundamentals like DHCP/Static, DNS, TCP/IP protocols; and router/switch configuration and IP address planning.
- Knowledge of electrical power systems, solar power systems and Battery Energy Storage Systems (BESS).
- Experience with analysing large sets of data and data analysis.
- Knowledge of server operating systems and network devices.
- Ability to think creatively to resolve problems in ambiguous situations.
- Work with execution of custom scripts (light coding/understanding).
- Good verbal and written English language skills.
- Ability to work in flexible shift timings (24*7).
Preferred
- Experience of solar asset performance analysis. BESS Experienced preferred.
- Experience providing remote support using virtual desktop tools.
- Experience with Jira, Confluence, Linux/ command line.
- Analytical aptitude and ability to work under given timeline.
- Field Support / 24*7 Shift operation / Inter team coordination experience preferred
