NOC Analyst

NOC Analyst

Pay Range: $17hr - $23hr

The NOC Analyst position within the Unified Technology Operations Center (UTOC) Team is the first point of contact related to network health management. This role requires working in a team environment, under limited supervision, and involves on-site network surveillance and event management.

Requirement/Must Have:

• Minimum of 2 years of network surveillance experience or related fields of study.
• Exceptional written and oral communication skills.
• Ability to document issues with a high level of accuracy and attention to detail.
• Ability to multitask in a fast-paced and demanding environment.
• Working knowledge of TCP/IP, subnetting, and the OSI network model.

Responsibilities:

• Prioritize alarms and incidents to fulfill SLA commitments.
• Deliver proactive technology monitoring and implement corrective action to ensure optimal performance.
• Provide diagnostics and technical updates on incidents to other members of the operations and engineering teams and senior management.
• Identify opportunities to improve processes and sponsor the introduction of system changes to improve efficiency.
• Work well within the UTOC team and have the ability to work shift patterns.
• Proactively monitor technology solutions to ensure events are captured and resolved before they become incidents.
• Liaise with relevant departments during major service outages to undertake emergency fault diagnostics to resolution.
• Escalate issues to Senior Staff/Shift Lead/Shift Manager.
• Perform incident documentation by creating tickets, including selection of the affected party, prioritization of the incident, and filling in mandatory fields.
• Update internal customers and management regarding the status of their inquiries or issues.
• Research and resolve issues such as documentation requests and repeat issues, and recommend process improvements.
• Coordinate and route incidents, calls, and tickets to UTOC’s technical support staff.
• Monitor alarm activity through the Network Management monitoring system.
• Track incidents to verify that response times and availability requirements established in the SLA are met.
• Create and update tickets with 100% accuracy, following established procedures.
• Execute projects assigned by management.
• Engage in personal training and career development.