NOC Analyst

DMI•Remote,

1d•$73,492 - $91,865•Remote

About The Position

DMI, LLC is seeking a NOC Analyst to join us. The NOC Analyst provides 24x7 monitoring support for the city-wide optical network environment. The role is responsible for monitoring and responding to network faults/outages, identifying faults/incidents, creating tickets for each event, and notifying all customers and key leadership personnel. The Analyst will adhere to all Standard Operating Procedures and Methods of Procedures in accordance with service level agreements (SLAs) in an ITIL-based format.

Requirements

In depth or hands-on knowledge of optical test equipment (OTDR, ONT, Redlight, OLTS, etc).
Exceptional written and verbal communication skills
Attention to detail
Able to work with a multi-tasking aptitude under high-pressure scenarios while maintaining customer-facing professionalism
In-depth understanding of Layer 1/2/3 protocols including DWDM, Sonet/SDH, VLAN, Spanning Tree, MPLS, OSPF, and BGP
Experience with network monitoring systems and ticketing/ITSM platforms
Ability to read and understand GIS Maps, engineering drawings and route schematics
Must be able to work rotating shifts, weekends, holidays, and overnight schedules
Must have prior experience in a 24 x 7 operations/engineering environment

Nice To Haves

Cisco, Nokia, Ciena, or other primary fiber optic/network equipment manufacturer certification(s)
Familiarity with BICSI Standards
Experience in a government support role
ITIL v4/v5 certification

Responsibilities

Proactively monitor core network systems, regional fiber optics, and active/passive hardware via centralized management tools for live alarms.
Identify and react to all network alarms via monitoring tools/systems, customer ticket generation, and phone/email/text/direct message matters.
Ticket creation/update/closure within the ITSM platform(s).
Execute triage procedures per SOP/MOP, following event severity, impact, and escalation requirements.
Act as the primary source of information and notification for all outages/events, providing clear status updates to internal departments, customers/end users, partners and vendors.
Track hardware replacements, fiber cut(s)/degradations, and mobilized repair teams and field operations.
Support continual service improvement along with procedure improvements.
Generate necessary information, reports, and status updates as needed and for handover to incoming team members.