NOC / Service Management Analyst

IT SERVICE MANAGEMENT ANALYST

The NOC / Service Management Analyst is responsible for monitoring enterprise network and system health, managing incidents, and ensuring timely communication and coordination during outages. This role serves as a critical link between monitoring operations and technical support teams, ensuring service continuity and operational excellence.

Responsibilities:

• Proactively monitor network health, ensuring identification and analysis of potential issues before they impact operations.

• Monitor network and system health using enterprise monitoring tools.

• Escalate issues appropriately based on severity and impact.

• Maintain and update Knowledge Base (KB) articles with handling instructions for recurring alerts and incidents.

• Ensure all incident details are accurately documented in ServiceNow, the system of record.

• Apply NOC Event Management processes to triage, classify, and route events appropriately.

• Act as Incident Manager during technical bridge calls for major outages.

• Coordinate resources and send timely communications during major incidents.

• Perform start-of-day and end-of-day procedures required for critical applications and services.

• Oversee incident response, ensuring timely resolution and adherence to SLA commitments.

• Lead associated incident response efforts to include coordinating participation of cross functional teams to help ensure quickest resolution timeline 

• Actively able to lead major incidents confidently by ensuring a timely response and resolution to all Major Incidents impacting the firm that will include post incident activities and other demands identified per scenario 

• Support alert tuning efforts by identifying noisy or low-value alerts and recommending suppression or reconfiguration.

• Assist in the onboarding of new application monitoring by validating alert rules, thresholds, and runbook documentation.

• Generate and distribute shift handoff reports summarizing active incidents, ongoing monitoring items, and pending follow-ups.

• Participate in on-call rotation to provide 24x7 monitoring coverage and incident response support.

Qualifications

Required:

• High school diploma or equivalent required; Associate''s or Bachelor''s degree in Information Technology, Computer Science, or related field preferred.

• 0–2 years of experience in a NOC, help desk, IT operations, or technical support environment (entry-level candidates welcome).

• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, routing/switching).

• Familiarity with ITIL fundamentals and incident management processes.

• Experience or exposure to monitoring tools such as Datadog, SolarWinds, Nagios, or similar platforms.

• Experience working with ticketing systems such as ServiceNow.

• Strong communication skills — able to document and convey incident details to both technical and non-technical stakeholders.

• Ability to work in a fast-paced environment, manage multiple priorities, and remain composed under pressure.

• Willingness to work rotating shifts, weekends, and holidays as required for 24x7 operations coverage.

Preferred:

• 1+ years of NOC, IT operations, or infrastructure monitoring experience in a financial services or enterprise environment.

• Experience with Datadog monitoring, dashboards, and alert configuration.

• Hands-on experience with ServiceNow incident, event, and knowledge management modules.

• ITIL v3 or v4 certification (or actively pursuing).

• Experience with runbook creation, KB article management, or standard operating procedure (SOP) documentation.

• Understanding of application monitoring, log analysis, and basic scripting (PowerShell, Python, or Bash).

• CompTIA Network+, CompTIA Security+, or equivalent certification