TL;DR

Sr Analyst, NOC: Monitoring customer network and IT infrastructure with incident management and troubleshooting. Focus on utilizing system and event management tools to resolve internal and external customer issues, ensuring timely resolution and documentation within agreed SLAs.

Location: Hybrid

Company

%hirify_global% builds platforms for digital business by weaving together advances in cloud infrastructure, automation and analytics, and software delivery.

What you will do

Monitor customer network and IT infrastructure using provided tools.
Manage incidents via ITIL-based ITSM (ServiceNow), including triage, response, and escalation.
Perform troubleshooting of network and infrastructure issues, escalating to appropriate teams as needed.
Utilize system and event management tools to respond to and resolve internal and external customer issues.
Follow Standard Operating Procedures (SOP) to perform network tasks on behalf of customers.
Ensure that all Service Now incident tickets, change records, and service requests are fully documented, planned, resolved, and executed on time.

Requirements

At least 5+ years of operational experience in multiple technologies, including networking technologies like Firewalls, Routers, switches, and wireless technologies (Cisco and/or Palo Alto preferred).
Experience with general technologies such as servers, storage, virtualization, and cloud.
Proficient use of all Microsoft Office applications.
Experience working with an ITIL-based ticketing system tool, preferably ServiceNow.
Experience with at least one IT observability/monitoring tool or technology (Elastic, LogicMonitor, Solar Winds, etc).
Experience with Elastic observability is strongly preferred.

Nice to have

One of the following certifications: Elastic Observability (ECOE), Logic Monitor Certified Associate (LMCA), Microsoft Certified Solutions Expert (MCSE), Microsoft Certified Professional (MCP), Red Hat Certified System Administrator (RHCSA), Linux Certified Administrator (LCA), Cisco Certified Associate (CCNA).

Culture & Benefits

Value and benefit from diversity of people, ideas, and experience.
Encourage cross-department training and development, sponsoring certifications and credentials for continued learning.
Medical, Dental, and Vision Insurance.
401(k).
Paid time off.