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Digital Network Operations Center (NOC) Specialist

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KFC Corporate - Louisville, KY

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Description:

The IT Network Operations Center (NOC) is responsible for the proactive monitoring and support of the KFC infrastructure. The goals of the NOC are to Maximize Digital Network Availability, Minimize Operations Impact, Supporting and Improving Restaurant Performance in the areas but not limited to KFC Digital Initiatives with Delivery, KIOSK, Digital Menu Board, and Click / Collect. The Digital NOC Specialist will serve as a support to the NOC, KFC Help Desk and KFC Digital Teams in monitoring, escalation, vendor management and technology deployment. •Monitoring - Utilize proactive monitoring tools to identify availability incidents with the infrastructure. Applying this knowledge to identify and remediate routine problems of limited scope to increase infrastructure uptimes. •Support - Troubleshoot availability incidents identified via proactive monitoring tools. This will include providing skilled escalation point for KFC Help Desk, utilizing remote control applications and calling end users to assist with troubleshooting. The list of contacts this position will reach out to includes but is not limited to, Franchisees, Restaurant Managers, Above Restaurant Leaders, and Strategic Vendor partners. •Escalation – Coordinate and support infrastructure troubleshooting and incident resolution. Escalating the most complex incidents and problems to the Network or Security Engineers. Provide both high level and detailed communication for various teams and leadership as necessary. This position will be expected to provide members of the team with high level details they need to make both tactical, and strategic decisions for continuous improvement. •Vendor Coordination – Coordinate and support incident escalations regarding our managed service providers from the KFC helpdesk and other Above Restaurant Leaders. Periodically communicate and escalate to vendors regarding chronic incidents and problems. Participate in calls related to problems and incidents. •Technology Deployment – Ensure that Digital network and other infrastructure resources are available and properly configured for physical and application changes. Failures in this area will result in significant financial impact to KFC and our franchisees due to the inability of planned resources and vendors to execute their changes (i.e. installation rescheduling fees).

Requirements:

•Education/Certifications – Bachelor’s Degree preferred •Experience •Years of Experience – 1-3 or more years of IT experience •Excellent verbal communication and customer service skills •Proven ability to work autonomously focused on long-term results •Knowledge of network equipment (routers and switches) •Knowledge of network transports (DSL, cable, satellite, cellular) •Strong working knowledge of Microsoft Operating Systems •Working experience with Incident and Problem tracking systems (i.e. Remedy ServiceDesk) •Working knowledge of Remote Control applications (i.e. pcAnywhere, Bomgar) •Working knowledge of configuration and implementation of remote monitoring tools to track progress against key performance indicators. (i.e. Intelligent Management Center, SolarWinds) considered a plus. •Completed or active pursuit of industry accepted certifications (ITIL, Cisco, ISC) considered a plus.

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