NOC Analyst

Sirius XM•Lewisville, TX

About The Position

The NOC Analyst monitors large computer networks, server farms, and applications from a central location, identifies and troubleshoots problems, responds to incidents, and coordinates with Operations teams through resolution. The role leads incident notifications, cross-functional triage sessions, status updates to senior leadership, and communications to internal and external stakeholders during production incidents. It includes 24x7 system-performance monitoring and communicating problems to teams and management. The analyst also recommends and implements operational enhancements, including process improvements, documentation updates, and monitoring improvements. The role works closely with IT personnel and the IT Support Center, maintains incident records and shift documentation, performs scheduled maintenance and network password resets, and hands off shift information to incoming staff. Work involves 12-hour shifts, with flexibility for a variety of schedules and possible weekend or overnight shifts.

Requirements

Associate’s degree in Computer Science or education from a related technical school; equivalent experience may be considered instead of a degree.
0–2 years of related experience in a computer or network operations environment.
Experience in a Network Operations Center environment.
Experience updating and tracking technical issues in a ticketing system.
Basic systems and/or network engineering knowledge.
Proficiency with Windows and Linux.
Excellent communication skills.
Ability to adapt to a rapidly changing environment.
Ability to multitask, with attention to detail and strong organizational and time-management skills.
Ability to work independently as part of a team and lead by example.
Ability to work closely with IT personnel regarding operations issues.
Flexibility to work a variety of 12-hour shifts; weekend or overnight shifts may be required.
Must have the legal right to work in the U.S.

Responsibilities

Assist with maintaining NOC operational, escalation, and notification documentation.
Lead incident notifications, gather internal participants for triage sessions, and communicate with internal and external stakeholders.
Document steps taken to resolve incidents and communicate them to the incident team.
Coordinate problem escalations with the IT Support Center and ensure operations staff and management are informed of major errors.
Create and update incident tickets accurately and promptly using the ticketing system.
Ensure work is completed correctly, including maintaining logs and performing preventative maintenance.
Monitor system, server, and application performance; record anomalies and recommend performance enhancements.
Identify trends in the monitoring system and recommend changes or improvements.
Recommend changes and enhancements that improve operational efficiency.
Communicate shift reviews to the oncoming shift.
Maintain logs, records, and reports related to shift operations.
Perform scheduled maintenance activities.
Perform network password reset requests.