Ekman Associates, Inc. · 1 month ago
Virtual Network Operations Center Analyst
United States
Full-time
Remote
Senior Level
5+ years expEkman Associates is a management consulting firm that specializes in developing business, digital, and technology strategy. The Analyst of VNOC serves as a critical escalation point and operational leader responsible for driving the detection, response, remediation, and documentation of technical incidents across a global environment.
Business DevelopmentConsultingDigital SignageDirect MarketingManagement Consulting
Responsibilities
Lead investigations into technical incidents, ensuring timely coordination, communication, and resolution
Monitor global collaboration infrastructure, proactively identifying performance issues through telemetry and alerts
Serve as an escalation point for Audio Visual (AV)/Video Conferencing (VC) incidents, guiding resolution for issues impacting live meetings and events
Collaborate with Engineering, Microsoft, and external vendors to escalate complex incidents and implement long-term fixes
Use tools such as Nexthink, telemetry dashboards, and ticketing platforms to analyze root cause trends and drive service improvements
Engage with senior leadership and stakeholders to provide clear, timely incident status updates and post-incident documentation
Recommend and implement mitigation protocols, service resiliency improvements, and TCP timeout optimization for private endpoint disruptions
Partner with global teams to refine incident management playbooks and drive adoption of ITIL-based processes
Document incidents and requests with accuracy and consistency using tracking tools like ServiceNow
Support live events and business-critical meetings as needed, ensuring seamless AV operations
Qualification
Required
5–7 years of experience in technical operations, incident management, or enterprise AV collaboration environments
Strong knowledge of Microsoft Teams, Cisco TMS, SX codecs, Crestron, Polycom, and video collaboration platforms
Proven ability to troubleshoot AV signal flow, VTC systems, and cloud-based collaboration endpoints
Excellent communication skills, with the ability to interface effectively with stakeholders at all levels, including executive leadership
Strong analytical and problem-solving skills, with experience using monitoring tools and diagnostics platforms
Experience in fast-paced, mission-critical environments with 24/7 on-call availability
Bachelor's degree in a computer-related field or equivalent experience
Ability to execute within a fast-paced agile process
High attention to detail while balancing multiple issues
Promotes an organizational climate that energizes, motivates, and facilitates teamwork
Customer Service Skills
Multitasking Ability
Preferred
Familiarity with Redis, Event Hubs, and Azure infrastructure is highly desirable
ITIL Certification or experience working in ITIL-aligned environments preferred
Master's degree in a computer-related field or equivalent experience
Certified Technology Specialist (CTS) Certification
Digital Media Certificates
Security+ Certification
ITIL Certification
Certified Scrum Master
Certified Product Owner
Company
Ekman Associates, Inc.
Ekman Associates is a woman-owned (WBENC Certified) consulting firm that specializes in developing business, digital, and technology strategy, delivering solutions, and addressing human resource demands.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Tom Ekman
Chief Financial Officer
Company data provided by crunchbase