Build a Bigger, Better, Bolder Future:
Imagine working for a company that measures its success based off the growth of its colleagues, a company that invests in its future by investing in you. Little Caesars is a company where our colleagues make an impact.
 

Your Mission:

In this role, you will be responsible for monitoring the store and corporate infrastructure health in all virtual capacities of the Network Operations Center (NOC). You will be the first point of contact for all major and critical incidents involving store and corporate production systems being down and/or inoperable per company standards. You will be responsible for monitoring NOC dashboards, alerts, incidents, calls, emails, and mobile text messages when applicable. You will be responsible for initiating a conference bridge line with the impacted users and/or stakeholders, the resolution team, and facilitate the call until agreed upon resolution by both parties.

How You’ll Make an Impact:

Answer incoming calls pertaining to NOC related issues or outages. 

Triage the contacts received to best determine the resolution team. Asking relevant questions to determine the root cause of the issue.

Document and track all issues and resolutions in the NOC alert tool, as well as the incident management system, including postmortem reporting and analysis.

Ensure calls are answered, alerts are sent out to appropriate parties, and bridge lines initiated, to help speed the recovery of the problem.

Create a Problem Ticket and assign appropriate resolution engineer, document all issues and updates as appropriate, track problem ticket to resolution.

Send updates to the appropriate parties on an hourly basis until the resolution is reached. The resolution is then tracked under the Root Cause Analysis (RCA) process.

Research and track emerging network operations technologies.

Monitor the NOC dashboards, and other monitoring tools for any physical and virtual systems for any issues that may impact the health of the company.

Contribute to the technical knowledgebase by adding or editing knowledge articles for consistency and sustainability.

Work with infrastructure teams and/or your supervisor on any node trends or issues that may arise from monitoring tools. i.e, false positive, uncategorized nodes, nodes with no teams or alerts, etc.

Communicate incident/problem trends to the Information Technology teams, and other audiences as appropriate. Track updates in the problem ticket.

Answer helpdesk calls for technical and process related questions and issues. (As needed during certain times of day)

Assist in companywide software patches and deployments using our deployment tools. (As needed)

Monitor and report on company hardware and software assets.

Perform additional tasks as requested by the supervisor and/or team lead.

Who You Are:

Associates degree in Computer Science, Information Technology. A combination of education and/or experience may be considered.

Minimum of four (4) year’s working experience in a Desktop Support environment that includes ticket logging, detailed problem outline and initial recommendations to resolve problem.

Evidence of previous work in a customer support role.

Evidence of working knowledge of several of the following: Windows Operating System,Basic TCP/IP networking protocols, Active Directory knowledge and usage, and/or Microsoft Office applications, including Excel, Word, Internet and preferably Lotus Notes.

Demonstrated ability to listen, ask questions, follow-up and address client concerns.

Must demonstrate experience in a fast-paced workplace and ability to be flexible and responsive and thrive in an ambiguous environment.

Proven ability to function in a team environment, supporting team members when needed.

Evidence of ability to work effectively with customers in person and on the phone.

Ability to answer a 24/7 technical support phone on a rotational basis.

Ability to lift and carry computer equipment (up to 50 lbs.) and be flexible to work in small spaces (i.e., under desks, etc.). 

Preferred:

Bachelor’s degree in Computer Science, Information Technology or related discipline.

Prior experience with basic TCP/IP Networking protocols. 

Where You’ll Work:

A state-of-the-art building with a modern-day, open environment in the heart of The District Detroit.

A colleague fitness center, work café and an outdoor patio with grills.

Over 60 different meeting spaces to help promote a collaborative environment.

All items listed above are illustrative and not comprehensive.  They are not contractual in nature and are subject to change at the discretion of Little Caesars Enterprises Inc.      

Little Caesar Enterprises, Inc. is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regards to that individual’s race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.                                   
The Company will strive to provide reasonable accommodations to permit qualified applicants who have a need for an accommodation to participate in the hiring process (e.g., accommodations for a job interview) if so requested.  
This company participates in E-Verify. Click on any of the links below to view or print the full poster. E-Verify and Right to Work.

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