NOC Analyst

Cynet Systems•Syracuse, NY

About The Position

The NOC Analyst role involves network surveillance, monitoring technology solutions, and implementing corrective actions to ensure optimal performance. This position requires proactive monitoring to capture and resolve events before they become incidents. In the event of a major service outage, the analyst will liaise with relevant departments for emergency fault diagnostics and resolution. The role also includes providing diagnostics and technical updates, identifying process improvement opportunities, and sponsoring system changes. The analyst will be the front line for technical support, coordinating incidents, calls, and tickets, and monitoring alarm activity through the Network Management system. Accurate incident documentation, including ticket creation and updates, is crucial, as is tracking incidents to ensure SLA compliance. The role also involves researching and resolving issues, updating internal customers and management, and executing projects assigned by management. Personal training and career development are also part of the role.

Requirements

Requires a minimum of 2 years of network surveillance experience or related fields of study.
Strong verbal and written communication skills.
Must be able 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.

Nice To Haves

Network Surveillance
TCP/IP
Subnetting
OSI Network Model
Event Management
Triage
Incident Documentation

Responsibilities

Ability to prioritize alarms and incidents in order to fulfil SLA commitments.
Deliver proactive technology monitoring and implement corrective action to ensure optimal performance.
To 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 our NOC team and have the ability to work shift pattern.
Proactively monitor technology solutions to ensure events are captured and resolved before they become an incident, whilst in the event of a major service outage, liaise with all relevant departments to undertake emergency fault diagnostics to resolution.
Escalate issues to Senior Staff/Shift Lead/Shift Manager.
Perform incident documentation by creating tickets. Incident documentation includes selection of the affected party, prioritization of the incident, filling in the mandatory fields such as type and time of incident and a brief description.
Update internal customers and management regarding the status of their inquiries or issues.
Research and resolve issues such as documentation requests, repeat issues, customer follow-up as appropriate, recommend any process improvements and provide shift turn over status.
Be the front line to NOC’s technical support staff by coordinating and routing incidents, calls and tickets.
Monitor the alarm activity through the Network Management - monitoring system.
Track incidents where applicable 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 given by Management.
Personal Training and Career development.