Senior TOC Analyst - Tier 3

Job#: 3035091

Job Description:

Footprint - AL DC DE FL GA IL IN KS KY LA MI MD MN MO NC NE NJ OH PA SC TX VA WV

Assignment Description

The Tier 3 - Senior TOC Analyst serves as the highest-level technical escalation point within the Technology Operations Center. The role focuses on advanced troubleshooting, serves as primary incident manager during declared events, and optimizes monitoring capabilities, with specific emphasis on SolarWinds for proactive detection and resolution.

Assignment Accountabilities

Serve as the Tier 3 escalation resource for complex issues detected through monitoring platforms such as SolarWinds, ThousandEyes, etc.

Lead technical triage during major incidents using monitoring tool metrics, NetPath, Splunk logs, system telemetry, and performance analytics.

Tune monitoring alert thresholds, dashboards, service maps, and suppression logic.

Identify gaps in monitoring and collaborate with engineering teams to on-board new systems into the monitoring platforms.

Develop and maintain platform-specific runbooks, diagnostic guides, and topology documentation.

Coordination with Infrastructure, Cloud, Network, and App teams.

Coordination with Business Units for new application alerting implementation/discovery.

Provide guidance and mentorship to Tier 1 and Tier 2 analysts.

Support DR exercises and validate monitoring readiness using SolarWinds insights.

Organizational Relationship

This assignment reports to the Technology Operations Center Manager

Assignment Qualifications

Education & Experience

5-7+ years of IT operations or TOC/NOC experience.

Strong hands-on SolarWinds experience (NPM, NTA, SAM, or related modules).

Deep technical knowledge across servers, networks, cloud, virtualization.

Excellent communication, troubleshooting, and incident leadership skills.

Preferred:

Banking experience.

Certifications: ITIL v4, CCNA, Network+, SolarWinds SCP.

Scripting/automation experience.

Familiarity with SIEM and security event correlation.

Knowledge & Skills

Expert troubleshooting ability, calm under pressure, strong documentation skills, collaborative communication.

Ability to communicate and interact successfully with a diverse community and to develop and maintain positive professional relationships with the team and our customers.

Broad technical foundation, including an in-depth knowledge of monitoring tools such as SolarWInds and ThousandEyes, bank applications.

Strong documentation skills and attention to detail.

Creative thinking and problem solving.

Ability to handle multiple tasks and meet deadlines.

Other

Occasional travel may be required.

Rotating after-hours on-call support required.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

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Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

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