Role Purpose
The NOC Analyst is responsible for providing high-quality operational support for Continent 8's global network, hosted infrastructure, and cybersecurity services. Working within a follow-the-sun support model, the role ensures service continuity and optimal performance for a global customer base. The NOC Analyst will analyze, troubleshoot, and resolve critical incidents, support business change control, and contribute to service improvement initiatives.
Key Responsibilities
- Operational Support
- Provide daily operational support and maintenance infrastructure.
- Monitor system availability and performance to minimize downtime and optimize customer services.
- Support customer requirements to maintain a 99.9% continuous service level.
- Incident & Problem Management
- Troubleshoot network-related issues and perform root cause analysis.
- Respond promptly to incidents and manage escalations effectively.
- Collaboration & Documentation
- Work closely with Level 3 technical teams across DC Hosting, Cloud, and Network services.
- Participate in technology projects across data center, networks, and cloud domains.
- Create and maintain operational and support documentation.
Qualifications & Experience
- 25 years of experience in network operations and support environments.
- Bachelor's degree in Computer Science, Engineering, or equivalent.
- Strong customer service orientation and communication skills.
- Experience with IP service management (change and incident management).
- Knowledge of technologies such as Cisco Meraki, ASA firewall, Juniper hardware, VMware, Nutanix, Microsoft enterprise suite.
- Familiarity with network monitoring tools (Cacti, MRTG, SolarWinds).
- ITIL, CCNA, JNCIA, VCA, or Microsoft certifications are desirable.
- Experience monitoring large international networks in a global business environment is advantageous.
Key Competencies
- Technical Troubleshooting & Problem Resolution
- Customer Service Orientation
- Attention to Detail & Documentation
- Collaboration & Teamwork
- Ability to Work Under Pressure
- Continuous Learning & Adaptability
