Global Operations Center Analyst - San Salvador

Are you a tech-savvy problem-solver with a passion for ensuring smooth IT operations? RSM is seeking a dedicated Global Operations Center (GOC) Analyst to join our dynamic team in San Salvador. As a leading provider of professional services to the middle market, we rely on our GOC to maintain the stability and performance of our core IT systems. In this role, you'll be at the forefront of identifying and resolving technical issues, ensuring our clients and employees have the tools they need to succeed.

Role Overview

As a GOC Analyst, you will be responsible for the continuous monitoring, troubleshooting, and resolution of issues affecting RSM’s critical IT infrastructure. This involves using monitoring tools like SCOM, SolarWinds, and Orion to detect anomalies, outages, and performance bottlenecks. You'll respond to alerts promptly, diagnose problems, execute scripts, and escalate complex issues to senior engineers when necessary. You'll also manage support tickets in ServiceNow, ensuring accurate tracking and adherence to service level agreements (SLAs). This role demands strong technical skills, excellent problem-solving abilities, and the ability to work effectively in a 24x7 environment.

A Day in the Life

Here's what a typical day might look like for a GOC Analyst at RSM:

• Morning: Start your shift by reviewing the handover report from the previous shift. Check the monitoring dashboards in SCOM, SolarWinds, and Orion for any active alerts or ongoing issues. Respond to any overnight alerts and prioritize them based on impact.
• Mid-day: Work on resolving open support tickets in ServiceNow. Troubleshoot server, network, and application issues, executing scripts as needed. Escalate complex issues to senior engineers and coordinate with vendors to resolve incidents.
• Afternoon: Generate system health reports and analyze performance trends. Identify recurring issues and recommend preventive measures. Participate in scheduled maintenance and patch management activities.
• Evening: Monitor the IT infrastructure for any new alerts or issues. Document all activities and resolutions in the ticketing system. Prepare a handover report for the next shift, summarizing any ongoing issues and tasks.

Why San Salvador?

San Salvador offers a vibrant culture, a lower cost of living than many major cities, and a growing tech scene. By working in our San Salvador GOC, you’ll be part of a global team, contributing to RSM’s success while enjoying a great quality of life.

Career Path

At RSM, we are committed to the growth and development of our employees. The GOC Analyst role can be a stepping stone to various career paths within our IT organization. You could advance to roles such as:

• Senior GOC Analyst: Taking on more complex troubleshooting and escalation responsibilities.
• System Administrator: Focusing on the maintenance and configuration of specific systems.
• Network Engineer: Designing, implementing, and managing our network infrastructure.
• Security Analyst: Protecting our systems and data from cyber threats.

Salary & Benefits

The estimated salary range for a GOC Analyst in San Salvador is $35,000 to $55,000 USD per year. RSM also offers a comprehensive benefits package, including:

• Competitive salary
• Comprehensive health insurance (medical, dental, vision)
• Paid time off (vacation, sick leave, holidays)
• Retirement plan (401k) with company match
• Professional development opportunities
• Tuition reimbursement
• Employee assistance program (EAP)
• Life insurance
• Disability insurance
• Flexible spending accounts (FSA)
• Health savings accounts (HSA)
• Wellness programs
• Employee discounts

RSM Culture

At RSM, we pride ourselves on our inclusive and supportive culture. We believe that our people are our greatest asset, and we are committed to providing an environment where everyone can thrive. We value collaboration, innovation, and a commitment to excellence. 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.

How to Apply

If you are a motivated and skilled IT professional looking for a challenging and rewarding opportunity, we encourage you to apply for the GOC Analyst position at RSM in San Salvador. Please submit your resume and cover letter through our online application portal.

Frequently Asked Questions (FAQ)

1. What are the key responsibilities of a GOC Analyst?

   The key responsibilities include monitoring IT systems, troubleshooting issues, managing support tickets, escalating complex problems, and generating reports.

2. What technical skills are required for this role?

   Proficiency in using monitoring tools like SCOM, SolarWinds, and Orion is essential. Experience in troubleshooting server, network, and application issues is also required.

3. What experience is needed for this position?

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

4. What is the work environment like in the GOC?

   The GOC operates in a 24x7 environment with critical uptime requirements. The work is fast-paced and requires the ability to prioritize tasks effectively.

5. What opportunities are there for career advancement at RSM?

   RSM offers various career paths within our IT organization, including opportunities to advance to roles such as Senior GOC Analyst, System Administrator, Network Engineer, and Security Analyst.

6. What is the company culture like at RSM?

   RSM has an inclusive and supportive culture that values collaboration, innovation, and a commitment to excellence.

7. What kind of training and development opportunities are available?

   RSM offers professional development opportunities and training programs to help employees enhance their skills and advance their careers.

8. What benefits does RSM offer?

   RSM offers a comprehensive benefits package, including health insurance, paid time off, a retirement plan, and other perks.

9. What is the application process for this position?

   The application process involves submitting your resume and cover letter through our online application portal.

10. What is the salary range for this role?

    The estimated salary range for a GOC Analyst in San Salvador is $35,000 to $55,000 USD per year.