Position Overview
As a Network Operations Center (NOC) Analyst, you will help monitor the health and availability of Goosehead’s technology environment and serve as an early point of detection for production issues.
You will monitor applications, infrastructure, integrations, and other critical technology services using centralized observability and monitoring tools. When potential issues are identified, you will validate alerts, perform initial triage, assess available telemetry, and engage Incident Management, system owners, or other technology teams based on established procedures.
The NOC operates on a simple principle: NOC finds it. Incident Management runs it. Engineering fixes it. Your role is to identify potential issues quickly, gather useful information, and ensure the appropriate responders are engaged.
This role requires strong attention to detail, technical curiosity, sound judgment, and the ability to remain organized during fast-moving production events.
Key Responsibilities
- Monitor the availability, health, and performance of production applications, infrastructure, integrations, and critical technology services.
- Monitor dashboards, alerts, logs, system telemetry, scheduled jobs, and other operational signals to identify potential production issues.
- Validate alerts and distinguish actionable production issues from false positives or expected system behavior.
- Perform initial technical triage using available logs, metrics, traces, dashboards, runbooks, recent change information, and other diagnostic tools.
- Assess the initial scope and potential impact of identified issues and escalate according to established severity and escalation procedures.
- Engage Incident Management for significant production issues and provide the information gathered during initial detection and triage.
- Engage appropriate system owners, Infrastructure, DevOps, Cybersecurity, or other technology teams based on established runbooks and escalation paths.
- Create and maintain accurate records of alerts, events, escalations, and actions taken.
- Follow established runbooks and operating procedures, exercising documented remediation steps. When situations fall outside documented processes, escalate the issue.
- Support Incident Management during active incidents by monitoring system health, gathering telemetry, and providing operational information as requested.
- Monitor systems following releases, remediation activities, or service restoration to help validate production health.
- Identify recurring alerts, monitoring gaps, and noisy or ineffective alerts and recommend improvements to Observability and technology teams.
- Maintain awareness of planned releases, maintenance activities, and known production issues that may affect monitoring and escalation.
- Participate in shift handoffs to ensure open issues, risks, and significant technology events are communicated between analysts.
- Notify owners of NOC runbooks, escalation procedures, dashboards, and operational documentation when any of these artifacts become outdated.
- Support continuous improvement of monitoring, alerting, detection, and operational readiness practices.
Qualifications
- 2+ years of experience in a NOC, IT Operations, Production Support, Service Desk, Infrastructure Operations, Application Support, or related technology role.
- Working knowledge of application, infrastructure, network, and cloud monitoring concepts.
- Experience using monitoring, logging, observability, or IT operations tools.
- Ability to review logs, alerts, dashboards, and system information to perform initial technical triage.
- Basic understanding of applications, APIs, integrations, networks, databases, cloud infrastructure, and distributed systems.
- Strong troubleshooting and analytical skills.
- Strong attention to detail and ability to follow documented procedures.
- Ability to remain organized and communicate clearly during production issues.
- Strong written and verbal communication skills.
- Ability to work effectively with Incident Management, Engineering, Infrastructure, DevOps, Cybersecurity, and other technology teams.
- Ability to work independently during assigned shifts and escalate appropriately when assistance is required.
- Associate or bachelor’s degree in Information Technology, Computer Science, or related field preferred; equivalent technical experience considered.
Preferred Qualifications
- Experience with observability platforms such as New Relic, Amplitude, LogRocket, Datadog, Splunk, Azure Monitor, Application Insights, or comparable technologies.
- Experience with incident management or ITSM platforms such as ServiceNow, Jira, Better Stack, PagerDuty, or comparable tools.
- Experience supporting Microsoft Azure or other cloud environments.
- Familiarity with ITIL Incident Management practices.
- Familiarity with APIs, application logs, SQL, networking, and basic scripting.
- Experience working in a 24x7 production operations environment.
