Noc Analyst

Description

This role is responsible for ensuring the stability, reliability, and performance of production systems through effective incident and event management. The position serves as a central coordination point during outages, managing incidents end-to-end, driving timely communication, and ensuring accurate documentation within Service Now.

The role includes proactive monitoring of systems and infrastructure, troubleshooting issues across hybrid environments, and coordinating with cross-functional teams and external partners to resolve incidents efficiently. Responsibilities also include supporting production operations, maintenance activities, and change/release processes with minimal disruption.

A strong focus is placed on operational excellence, continuous improvement, and automation to reduce manual effort and enhance efficiency. Success in this role requires clear communication, proactive ownership, sound judgment in escalation, and the ability to collaborate effectively across shifts in a 24/7 environment.

Incident & Event Management

- Monitor alerts and respond within defined SLAs (e.g., 5-minute response target)

- Assign initial priority, initiate bridge calls, and issue timely incident communications

- Act as the primary point of coordination during production incidents and outages

- Manage incidents and service requests through Service Now

- Ensure proper documentation, updates, and resolution of incidents and changes

Monitoring & Operational Support

- Monitor health and performance of systems, applications, and networks

- Identify, troubleshoot, and escalate issues across multiple environments

- Perform active operational checks including data center walkthroughs and system validation

- Provide support for scheduled production activities

Escalation & Cross-Team Coordination

- Engage and coordinate with internal engineering teams, cloud vendors, and internal/external partners

- Escalate issues appropriately using sound judgment and defined procedures

- Coordinate weekend maintenance activities and communicate impacts effectively

Environment & Infrastructure Support

- Support physical infrastructure in data center environment

- Assist in maintaining production stability across hybrid (on-prem and cloud) platforms

- Participate in change and release activities, ensuring minimal disruption

Continuous Improvement & Automation

- Identify opportunities to reduce manual effort (toil) through process improvement and automation

- Contribute to operational efficiency initiatives

- Leverage internal knowledge bases and documentation to enhance team capability

Team Collaboration & Communication

- Provide clear, timely communication during incidents and operational events

- Collaborate across shifts to ensure seamless handoffs and issue continuity

- Maintain accurate documentation and knowledge sharing

Skills

service now, incident monitoring, Network monitoring, Service management, azure, monitoring tools, Network operations center, Noc, Infrastructure, Cloud

Top Skills Details

service now,incident monitoring,Network monitoring,Service management,azure,monitoring tools,Network operations center

Additional

Skills & Qualifications

Nice To Have

-Higher

Education:

Associates or Bachelors in Computer Science or IT related degrees

- Certifications:

Service Now Cert Admin, Network Support Specialist Cert

Software/Systems Experience/Tools Used:

-Linux

-Windows

-Monitoring Tools:
Azure, Nagios, Cloud Flare, Uptrends - do not need to be experts in this, but some exposure would be great, they receive email incident tickets from these systems to then cascade out to the necessary parties

Core Expectations (Behavioral Competencies)

- Proactive Ownership:
Takes initiative to identify and resolve issues without waiting for direction

- Continuous Learning:
Actively develops knowledge through documentation, questions, and hands-on experience

- Dependability:
Demonstrates punctuality, reliability, and accountability in a 24/7 environment

- Client Focus:
Prioritizes service impact and customer experience in all actions

- Operational Excellence:
Maintains discipline in following processes while improving them

Experience Level

Intermediate Level

Job Type &…