NOC / Service Management Analyst

Location: Richardson, TX
Work Arrangement: On-Site

Job Summary

We are seeking an experienced NOC / Service Management Analyst to join our operations team in Richardson, TX. This is an on-site position responsible for monitoring enterprise network and system health, responding to alerts, managing incidents, and coordinating technical resources during service disruptions.

The ideal candidate will have experience working in a Network Operations Center (NOC), IT Service Management (ITSM), or enterprise operations environment, with strong knowledge of ServiceNow, incident management, monitoring tools, and major incident coordination.

This role serves as a critical link between monitoring operations, technical support teams, vendors, and business stakeholders to help maintain service availability and operational continuity.

Key Responsibilities

Monitoring & Alert Response

• Monitor enterprise network, infrastructure, applications, and system health using monitoring and event-management tools.
• Respond to system alerts, alarms, and operational events in accordance with established procedures.
• Perform initial triage and troubleshooting of incidents.
• Collaborate with Level 2 and Level 3 technical support teams to investigate and resolve issues.
• Escalate incidents based on severity, business impact, service-level requirements, and established escalation procedures.
• Identify recurring alerts and operational issues and recommend improvements to monitoring and response procedures.

Incident & Major Incident Management

• Create, update, and maintain accurate incident records in ServiceNow, serving as the system of record.
• Ensure incident tickets contain complete and timely information, including impact, troubleshooting actions, escalation details, and resolution status.
• Serve as Incident Manager during technical bridge calls for major incidents and service outages.
• Coordinate L2/L3 support teams, application teams, infrastructure teams, vendors, and other technical resources during major incidents.
• Establish and maintain clear communication throughout the incident lifecycle.
• Provide timely status updates to appropriate technical and business stakeholders.
• Track incident progress through resolution and ensure appropriate closure documentation is completed.
• Support post-incident reviews and identify opportunities to improve incident response and service reliability.

Knowledge Management

• Create, maintain, and update Knowledge Base (KB) articles for recurring alerts, incidents, troubleshooting procedures, and operational processes.
• Ensure knowledge articles contain accurate and actionable handling instructions.
• Review existing KB documentation periodically and update procedures as systems, applications, or operational processes change.
• Help ensure operational knowledge is accessible to NOC and technical support teams.

Application & Batch Operations

• Verify startup and shutdown procedures for critical applications and services.
• Monitor and confirm successful completion of critical application jobs, batch processes, and operational KPIs.
• Investigate failed or delayed jobs and coordinate escalation with appropriate technical teams.
• Follow documented operational runbooks and procedures for scheduled and event-driven activities.

Vendor & Change Coordination

• Communicate vendor-related outages, service interruptions, and technical issues to appropriate L2/L3 support teams.
• Coordinate with vendors and internal technical teams during vendor-related incidents.
• Support change-related activities and communicate potential service impacts to appropriate stakeholders.
• Ensure operational procedures and incident documentation reflect approved changes where applicable.

Required Qualifications

• Experience in a NOC, Network Operations, IT Service Management, IT Operations, or Enterprise Operations environment.
• Hands-on experience with ServiceNow Incident Management or a comparable ITSM platform.
• Experience monitoring enterprise network, infrastructure, applications, or systems.
• Understanding of Incident Management, Major Incident Management, escalation procedures, and ITIL/ITSM concepts.
• Experience coordinating technical teams during outages or major incidents.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work effectively in a high-pressure environment and manage multiple incidents simultaneously.
• Ability to follow operational procedures, runbooks, and escalation matrices.
• Willingness and ability to work on-site in Richardson, TX.

Preferred Qualifications

• ITIL Foundation certification or equivalent ITSM knowledge.
• Experience with enterprise monitoring tools such as SolarWinds, Splunk, Dynatrace, AppDynamics, Nagios, or similar platforms.
• Experience supporting network infrastructure, servers, applications, or enterprise systems.
• Experience with major incident bridge management and stakeholder communications.
• Knowledge of batch scheduling and enterprise job-monitoring processes.
• Experience working with external technology vendors and service providers.
• Experience in a 24x7 NOC or operations environment.