Senior Analyst

Key Responsibilities

• Continuously monitor alerts, alarms, dashboards, and event logs from various applications, network devices, and systems like ASSURE1 and SEV1

• Identify incidents and anomalies proactively and take immediate action as per defined SOPs.

• Escalate issues to relevant technical teams (network, server, application, security) within agreed SLAs.

• Perform initial triage of alerts to rule out false positives.

• Document incident details accurately in the ticketing system.

• Follow up on escalated incidents to ensure resolution and closure.

• Act as the first point of contact for incidents in the NOC.

• Maintain clear communication with L2/L3 support teams and stakeholders during outages.

• Provide timely updates on incident status to management as required.

• Maintain incident logs, shift handover notes, and escalation matrices.

• Prepare daily/weekly reports on alerts, incidents, and system health.

• Contribute to the continuous improvement of monitoring processes.

• Suggest enhancements to monitoring tools, dashboards, and processes.

• Participate in root cause analysis discussions.

• Stay updated with latest network/system monitoring trends and best practices.

Required Skills & Experience

• 13 years of experience in NOC operations, IT monitoring, or technical support.

• Hands-on experience with monitoring tools (e.g., SolarWinds, Nagios, Zabbix, Splunk, ServiceNow, or similar).

• Good understanding of networking fundamentals (LAN/WAN, TCP/IP, DNS, firewalls, switches, routers).

• Familiarity with incident management and ITIL processes.

• Ability to work in a 24x7 shift environment.

• Strong analytical, troubleshooting, and problem-solving skills.

• Excellent communication and documentation abilities.

Preferred Qualifications

• Relevant certifications (CCNA, CompTIA N+, ITIL Foundation, etc.).

• Experience in telecom, ISP, or enterprise IT network environments.

• Exposure to cloud infrastructure monitoring (AWS CloudWatch, Azure Monitor, etc.).