Job Description

Consumers Energy is Michigan’s largest energy provider, providing natural gas and/or electricity to 6.8 million of the state’s 10 million residents in all 68 Lower Peninsula counties. Consumers Energy knows job number one is to keep the lights on for customers. We are committed to delivering reliable, clean, and affordable energy to our customers 24/7.

Location: The successful candidate will be expected to work in a hybrid status of reporting to any Consumers Energy Service Center every Monday, Tuesday, and Thursday with home office flexibility on Wednesday and Friday.

General Summary of Job Responsibilities

The Principal Network Operations Center Analyst is responsible for ensuring the smooth execution of daily operational tasks, acting as an IT Major Incident Manager, mentoring junior team members, and leading responses to network connectivity outages. This role may oversee the work of junior team members to ensure appropriate responses to technical incidents and adherence to SLAs. The individual in this position has extensive expertise across various IT domains, experience with network administration, the ability to communicate with stakeholders at different levels of technical knowledge and organizational hierarchy, and the capability to organize and lead a technical response team. Operating with a high degree of autonomy, this role is essential for driving operational excellence and addressing high-priority issues.

Essential Duties and Responsibilities

• Mentors and trains junior team members, enhancing their competencies and contributing to their career growth.
• Independently fulfills standard and non-standard requests for services provided by the Network Operations Center within established SLAs.
• Delivers clear and concise incident status and resolution updates during major incidents to technical and business stakeholders, including senior leadership.
• Leads major incident resolution efforts by directing technical triage teams, ensuring minimal business disruption.
• Develops and maintains operational documentation for supported processes and technologies, training team members on new and updated procedures.
• Independently performs process and technology troubleshooting as the team’s subject matter expert, coordinating issue resolution with various internal and external stakeholders.
• Acts as an escalation point for complex process and technology issues, leading team troubleshooting activities and collaborating with infrastructure and delivery teams when needed.
• Monitors the team’s work delivery to ensure compliance with SLAs and the functionality of supported processes and technologies, implementing corrective action when necessary.
• Other duties as assigned.
• Leads the creation and maintenance of knowledgebase articles to assist business users with standard technology procedures and troubleshooting.

Knowledge/Skills/Abilities

• Extensive knowledge of enterprise IT network technologies, including but not limited to DNS, DHCP, TCP/IP, routing, switching, VPN, layer 7 firewalls, packet captures, and authentication protocols, as well as general system administration
• Proficiency in teaching technical concepts and providing coaching to junior team members
• Demonstrates excellent teamwork and embodies the virtues of being humble, hungry, and people smart
• Working knowledge of the ITIL framework and its application in an enterprise environment
• Ability to perform well under pressure and manage multiple priorities concurrently
• Strong analytical and critical thinking skills with a high attention to detail
• Effective leadership and communication skills, capable of explaining complex issues to diverse audiences, including senior leadership
• Ability to work shifts scheduled outside of normal business hours, including nights and weekends
• Broad knowledge of enterprise compute technologies, including cloud computing, directory services, virtualization technologies, Microsoft Windows operating systems, and Linux operating systems

Education & Experience

• Bachelor's Degree in Information Technology, Computer Science or related field with 7 years experience in Network Operations, Infrastructure Operations, System Administration roles, or a related IT role OR
• Associates Degree in Information Technology, Computer Science or related field with 9 years experience in Network Operations, Infrastructure Operations, System Administration roles, or a related IT role OR
• High School Diploma or GED with 11 years experience in Network Operations, Infrastructure Operations, System Administration roles, or a related IT role.

Why should you join our team?

At Consumers Energy, we offer more than just a place to work. We foster a culture that supports career development, growth, and stability, and we take pride in offering our co-workers excellent benefits and compensation packages. We are deliberately creating an inclusive culture that makes our diverse team of co-workers feel valued, supported, and empowered every day. We're a company made up of thousands of people, all with different stories to share and work to do, but we stand united in our company purpose: world class performance delivering hometown service.

What we offer:

• Competitive compensation packages
• Medical, Dental and Vision
• 401k with company match
• Paid parental leave
• Up to 13 paid Holidays
• Paid time off
• Educational Assistance Program

Diversity, Equity & Inclusion: 

We, at CMS Energy, value Diversity, Equity, & Inclusion. It is part of our DNA. We treat our employees with respect, we treat each other fairly and we value the opinions of others. We are passionate about building and nurturing an environment where everyone feels included. We don’t discriminate. We seek to learn about each other and better understand our unique differences. Our uniqueness makes us authentic. We create safe spaces where everyone can be who they truly are. We invite difficult conversations and uncomfortable topics. We value diverse perspectives; this is what makes us great together. We harbor an inclusive environment where employees feel empowered to share their backgrounds, experiences, and ideas. Our Employee Resource Groups, Women in Energy (WE), Minority Advisory Panel (MAP), Pride Alliance of Consumers Energy (PACE), GENERGY, capABLE, Interfaith and Veterans Advisory Panel (VAP) are key enablers to living the values of our company culture: Caring, Empowered, Deliberate, Agility, and Ownership.

All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, sex, age, sexual orientation, gender identity or national origin.

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