NOC Analyst

We are looking for NOC Analyst for our client in Northborough MA.

Job Title: NOC Analyst

Job Location: Northborough MA

Job Type: Contract

Job Overview:

Pay Range: $24hr - $29hr

Requirement/Must Have:

• Ability to travel to remote locations.
• Have own vehicle to drive to different locations and support end users.
• Will be available on call support during weekends/holidays as per request.

Responsibilities:

• Ability to prioritize alarms and incidents in order 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 have the ability to work shift patterns.
• Proactively monitor technology solutions to ensure events are captured and resolved before they become an incident.
• 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, including selection of the affected party, prioritization of the incident, and filling in mandatory fields.
• 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 as appropriate.
• Recommend any process improvements and provide shift turnover 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.

Skills:

• Exceptional written and oral communication skills.
• Ability to multitask in a fast-paced and demanding environment.
• Working knowledge of TCP/IP, subnetting, and the OSI network model.

Qualification And Education:

• Requires a minimum of 2+ years of network surveillance experience or related fields of study.
• Must be able to document issues with a high level of accuracy and attention to detail.