NOC (EXACTAC) Analyst

Churchill Downs Incorporated•Austin, TX

3d•Onsite

About The Position

The NOC Analyst supports the availability, reliability, and performance of Exacta Systems’ production technology environment and customer-facing systems. This position provides proactive monitoring, incident triage, troubleshooting, escalation, and resolution support for network, infrastructure, hardware, application, and gaming-system issues while helping maintain Exacta’s 24x7 business operations. There are two positions open, and these will serve as 2nd and 3rd shift support on our customer-facing EXACTAC team. During second and third shifts, the NOC Analyst serves as a primary point of contact for internal and external customers experiencing network, system, infrastructure, and Exacta application or game-related issues when on-site staffing is reduced. The Analyst responds to inbound calls and alerts, documents and prioritizes incidents, troubleshoots issues with customers and vendors, and coordinates with technical teams to restore service as quickly as possible. This is a customer-facing technical role requiring strong troubleshooting ability, sound judgment, effective communication under pressure, and the ability to manage multiple incidents, alerts, and support channels simultaneously.

Requirements

Minimum of 1 year of experience in a Network Operations Center, IT Help Desk, Service Desk, technical support, or similar IT operations environment required.
Associate or bachelor’s degree in Information Technology, Information Systems, Networking, Computer Science, or a related discipline preferred; relevant technical certifications or equivalent professional experience considered.
Experience with IT operations, network infrastructure, connectivity, system monitoring, and technical troubleshooting.
Experience with ticketing systems and incident-management processes.
Experience supporting production or customer-facing technology environments preferred.
Working knowledge of IT operations, service desk/NOC practices, network infrastructure, connectivity, and performance monitoring.
Ability to diagnose, triage, troubleshoot, and appropriately escalate network, hardware, system, and application issues.
Familiarity with monitoring platforms such as SolarWinds, Splunk, LogicMonitor, or comparable technologies.
Strong verbal and written communication skills, particularly when communicating technical information during high-pressure incidents.
Ability to simultaneously manage calls, tickets, monitoring alerts, and competing priorities.
Strong customer-service orientation and ability to communicate professionally with customers, vendors, and internal technical teams.
Strong analytical, troubleshooting, documentation, and problem-solving skills.
Ability to work independently during periods of reduced staffing while recognizing when escalation is required.
Ability to be licensed as an employee by applicable racing and gaming jurisdictions in which Exacta operates.
Unrestricted authorization to work in the United States.

Nice To Haves

Knowledge of Windows and Linux-based environments preferred.
Experience with Cisco and Aruba WAN/LAN switching and routing technologies preferred.
Familiarity with firewalls, packet-capture technologies such as Wireshark or Netscout, and network troubleshooting concepts preferred.
Experience with call-center telephone systems and call routing, including ACD/IVR, is a plus.
Scripting knowledge or experience is preferred.
HHR, casino gaming, or other regulated technology-industry experience is preferred but not required.
ITIL Foundation certification or comparable service-management knowledge is a plus.

Responsibilities

Monitor Exacta’s network, infrastructure, systems, applications, and gaming environments to support reliable 24x7 operations.
Monitor dashboards and tools such as SolarWinds, Splunk, LogicMonitor, and other platforms for alerts, anomalies, outages, and performance issues.
Respond to inbound calls, chats, emails, monitoring alerts, and ticket requests involving network, hardware, system, and application issues.
Perform routine operational monitoring, including backup verification, log reviews, system health checks, and infrastructure status reporting.
Identify recurring incidents or performance trends and escalate findings for root-cause analysis and corrective action.
Maintain accurate shift logs and provide clear handoffs of open incidents, risks, and outstanding work to incoming team members.
Triage, troubleshoot, document, and resolve incidents within the appropriate level of responsibility and established Service Level Agreements.
Serve as a primary technical contact for customers and vendors during assigned shifts.
Work assigned tickets through resolution or appropriate escalation while maintaining timely and accurate documentation.
Participate in incident and change-management conference bridges as required.
Support root-cause analysis by gathering technical information, documenting findings, and assisting Operations and customers as needed.
Provide clear verbal and written technical input for Incident and Change Management activities.
Coordinate with vendors and internal technical teams to resolve hardware, software, network, and application issues.
Troubleshoot and support network, infrastructure, connectivity, and system issues affecting Exacta operations or customer environments.
Monitor infrastructure availability and performance and provide regular operational reporting.
Support planned infrastructure changes within Exacta’s established Change Control framework.
Assist with configuration, maintenance, and operational support of network and infrastructure technologies within the NOC’s area of responsibility.
Help ensure changes are appropriately documented, communicated, and validated.
Communicate directly with Exacta customers through telephone, ticketing, email, and other established support channels.
Maintain professional, clear, and timely communication during outages and other high-impact incidents.
Serve as an operational interface between Exacta and Churchill Downs Incorporated IT teams, including NOC, Infrastructure, Development, Information Security, System Services, and other technical groups.
Escalate incidents appropriately based on severity, customer impact, technical complexity, and established procedures.
Maintain effective working relationships with customers, vendors, Field Operations, Engineering, and other internal teams.
Identify recurring issues, operational trends, and opportunities to improve monitoring, troubleshooting, documentation, and incident response.
Maintain current knowledge of Exacta systems, network environments, infrastructure, and gaming applications relevant to NOC responsibilities.
Stay informed on emerging technologies and products and pursue relevant technical training or certifications as appropriate.
Contribute to the continuous improvement of NOC procedures, documentation, monitoring practices, and service delivery.
Perform other duties as assigned.