POSITION SUMMARY

NOC Analyst will provide day-to-day network, application, 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 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.
• 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, System admin, Linux CLI.
• Cisco CCNA or Microsoft MCP certifications a nice to have.
• Knowledge on NOC monitoring Platforms like Nagios, SolarWinds, Pingdom, Datadog
• Knowledge of NOC management Platforms like JIRA, Confluence, Opsgenie, Microsoft Teams
• 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, 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, Datadog, Honeycomb, Crowdstrike).
• Knowledge of SFTP environments GlobalScape EFT 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.