NOC Analyst

Cynet Systems•Syracuse, NY

14h•Onsite

About The Position

The NOC Analyst is responsible for network surveillance and event management, ensuring optimal performance and timely resolution of incidents. This role involves prioritizing alarms, implementing corrective actions, and communicating technical updates to various teams and management. The analyst will also identify process improvement opportunities, document incidents accurately, and liaise with departments during major service outages. The position requires the ability to work shift patterns and be on-site for network surveillance and event management.

Requirements

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.
Ability to be on site for network surveillance and event management.

Nice To Haves

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

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 NOC team and maintain the ability to work shift patterns.
Proactively monitor technology solutions to ensure events are captured and resolved before they become an incident.
Liaise with all relevant departments to undertake emergency fault diagnostics to resolution during major service outages.
Escalate issues to Senior Staff, Shift Lead, or Shift Manager.
Perform incident documentation by creating tickets, including prioritization and mandatory field completion.
Update internal customers and management regarding the status of their inquiries or issues.
Research and resolve issues such as documentation requests, repeat issues, and customer follow-up.
Recommend process improvements and provide shift turn over status.
Coordinate and route incidents, calls, and tickets as the front line for 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.