POSITION SUMMARY
NOC Analyst will provide day-to-day network, application, AI, cloud, infrastructure monitoring as well as support escalations. This includes front line support and coordinating with Senior NOC Analysts and other levels. This interaction can range from opening/closing tickets, escalating to management/admins via phone/email and sending notices to business on issue status. Act as a liaison between the vendors, internal staff and IT Org. Work with IT Org on projects when required. Take part in a 24x7x365 rotation.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provide 24-hour Network, Application and Infrastructure Health surveillance and alarm reporting utilizing multiple monitoring and surveillance software.
- Monitor service desk requests and coordinate support with IT infrastructure teams.
- Perform standardized maintenance and administrative functions related to IT infrastructure and cloud (AWS/Azure) systems.
- Ability to follow NOC instructions and processes as well as contribute to the objectives of the NOC.
- Experienced in writing reports and daily shift logs.
- As this individual often represents the internal and external customers and colleagues – professionalism is a must.
- Must possess strong interpersonal skills and have the ability to interact with all levels of employees in a professional manner.
- As an essential function of this position, the employee must be able to handle high levels of stress satisfactorily and be friendly with other employees and customers at all times.
- Critical thinking is essential in fast paced environment of NOC. Need to be able to successfully balance multiple tasks at once.
- Strict adherence to company policies, confidentiality, and mature judgment must be demonstrated at all times
- Assigned duties should be performed in a timely and accurate manner.
- Knowledge and some experience in AI tools like Claude and Copilot.
- Must handle responsibilities by multi-tasking, working independently and with minimal direction. Must deliver objectives both individually and by interaction with others, therefore must demonstrate an understanding of organizational functions and departments.
- Quickly and effectively communicate with the Company Profile within our SLA.
- Familiar in Documenting of Incident, Change and Problem Management.
- Monitor and Maintain SFTP Environments
- Addition and removal of duties may take place over time
REQUIRED SKILLS & QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Experience:
- Degree/Diploma in Computer Studies or equivalent work experience
- Team player, self-motivator, with excellent Can “DO” Motivation.
- Basic Knowledge on Network, Server, Cloud, System admin, Linux CLI.
- AWS/Azure Cloud, Cisco CCNA or Microsoft MCP certifications a nice to have.
- Knowledge on NOC monitoring Platforms like Nagios, SolarWinds, Pingdom, Honeycomb.
- Knowledge of NOC management Platforms like JIRA, Confluence, OpsGenie/JSM, Microsoft Teams
- AI Tools like Copilot and Claude.
- Microsoft Office suite Outlook, Word and Excel
Specialized Skills:
- One-year Network Operations Center experience or equivalent.
- Must be familiar with US and UK accent and need to work in rotational shifts 24/7 including weekends
- Responsible for basic analysis and troubleshooting network routers and switches, server’s environment to isolate the trouble and take appropriate action to resolve.
- Monitor deployed production network, cloud, servers and all devices, capturing and analyzing customer QoS and RFC events using tools and Emails.
- Ensure timely resolution to Issues; follow up with IT Team, Clients, Vendors via e-mails or phone calls and able to open bridge on dependence of issue severity.
- Knowledge of monitoring tools like (Nagios, SolarWinds, Pingdom, Honeycomb).
- Knowledge of SFTP environments GlobalScape as well as Backup environments NetBackup.
- Experience in NOC operations and process management.
- Excellent written, verbal and communication skills.
- Strong analytical, technical and problem-solving skills.
Core Competencies:
Client Focus - Demonstrates a strong customer orientation, builds partnerships, and work well across functions in order to service internal and external clients in a timely fashion.
Communication Skills – Adjusting accordingly to demonstrate sensitivity to cultural differences while maintaining highest level of abilities in all aspects of communication, written, oral, listening and expressing ideas.
Critical Thinking - Understands business strategy and processes while able to applying to local objectives.
Team Work - Ability to work effectively independently and harmoniously within a team while communicating a “can do” attitude and positive outlook. Willing to pitch in and do more than is required.
