NOC Analyst ; Server

Position: NOC Analyst I (Server)
Location: Manila

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Description & Requirements

To be responsible for the operation and support of the Firm's IT Infrastructure during the shift through continuous monitoring and handling of system-related incidents, and performing ad-hoc and routine tasks. This position operates in a shift pattern mode as the NOC Team is onsite in Global Services Manila (GSM) 24 hours x 365 days a year. Aside from this, the role holder is expected to be on-call in case of IT infrastructure critical incidents and emergencies requiring their services.

Main responsibilities:

* Continuously monitor, maintain and support enterprise IT infrastructure (servers, network, database, messaging, backup, VoIP) using tools like SCOM and Solar Winds.

* Identify, triage, and respond to alerts based on impact and severity within SLA targets.

* Perform initial diagnostics using logs, dashboards, and monitoring tools

* Perform first- and second-level troubleshooting for system, server, and infrastructure incidents, ensuring timely resolution and adherence to SLAs.

* Handle incidents raised via Service Now from Help Desk, system owners, and other technical teams following established procedures

* Ensure timely escalation to resolving teams based on defined escalation matrix and decision criteria.

* Execute routine infrastructure tasks within defined instructions and/or existing procedures such as Server OS Upgrades, Server Resource Expansion, Server Build, Server Decommission, Scheduled Shutdown/Power Up, Server Reboots and Migrations, Patch Remediation, etc

* Consult, escalate, and/or receives instruction, guidance, and direction from more senior-level roles.

* Perform day-to-day tasks and assignments per operational processes in compliance with required targets and metrics.

* Comply and adhere to operational processes and security policies.

* Develops and applies foundational technical skills while progressively building expertise technologies, tools and processes through structured and self-directed learning initiatives.

Skills and experience:

* Bachelor's degree in information technology or computer science

* Experience in a NOC or IT operations environment

* Practical experience in server administration and infrastructure support

* Experience in monitoring, incident handling, and maintaining SLAs by following established procedures and processes

* Working knowledge of Windows Server environments, including basic administration, service validation, and log analysis

* Familiarity with Windows Server versions (/2016/2019/2022/2025) and basic system configuration

* Hands-on exposure to server operations such as OS upgrades, server builds/provisioning, resource expansion, and routine maintenance tasks

* Working knowledge in ticketing systems such as Service Now

* Working experience with systems monitoring/alerting software such as System Center Operations Manager (SCOM) and Solar Winds

* Exposure or awareness of enterprise tools such as SCCM, VMM, and Hyper-V is an advantage

* Understanding of server clustering concepts is preferred

* Ability to perform runbook-driven troubleshooting and escalate issues based on impact and severity

* Working experience in one or more of the following areas:
Windows Servers, Databases, Backup, and Networking

* Good analytical skills in identifying and resolving problems, assessing risks, and evaluating technical solution alternatives

* Good decision-making skills in making a logical and proper judgment as to when to escalate the incident to 3rd-level support

* Discipline and sense of urgency, responsibility, and accountability

* Good presentation and communication skills

* Ability to work well with a team in a fast-paced, constantly changing environment and follow instructions from management and senior colleagues.

* Willingness to work rotating shifts (day, afternoon, and night)

Reports to:

NOC Team Lead

Position type:
Center Services

Development framework:
Business Services