Senior SOC/NOC Analyst (L2) – MSSP (Day Shift)
Location: Coimbatore, Tamil Nadu (Full-time)
Shift:8:00 AM – 5:00 PM IST
Reports To: Security Operations Manager (SOC/NOC)
Works With: Lead Security Engineer + Lead Infrastructure Engineer (L3 escalation)
The Mission
Fountain Hills Technologies is an Arizona-based MSSP expanding our 24/7 India operations. We're hiring high-caliber L2 SOC/NOC analysts who can independently run triage, troubleshooting, and incident support in a shift environment supporting U.S. customers. This is not an entry-level role—this position requires strong Windows/M365 fundamentals, excellent documentation habits, and the judgment to move issues forward without constant supervision.
Core Responsibilities
- Queue Execution (No Manual Dispatch): Work is automatically routed—triage quickly, prioritize correctly, and keep work progressing with clear ownership and next steps.
- Hybrid SOC + NOC Handling: Investigate security alerts and operational issues (identity, endpoint, email, connectivity) and take authorized first-response actions using playbooks and sound judgment.
- Independent Troubleshooting: Resolve a large portion of issues end-to-end at L2, including customer-impacting Windows/M365 problems, with minimal escalation.
- Backup & Endpoint Management Triage: Monitor and resolve basic backup or endpoint management alerts using Rubrik and Datto RMM, escalating when deeper engineering work is required.
- Incident Support: Build timelines, collect evidence, execute approved containment steps, and provide customer updates aligned to U.S. expectations.
- Adhere to U.S. Communication Standards: Maintain professional, clear, and urgency-appropriate communication (tone, structure, and responsiveness) for U.S. customer interactions and internal escalations.
- Escalation Quality: When escalation is required, provide complete context (timeline, evidence, what was tried, current status, recommended next step) so L3 can act immediately.
- Documentation Discipline: Maintain excellent ticket hygiene in Zoho Desk (clear notes, evidence, screenshots/logs, and customer communication history).
- Clean Handoffs: Use overlap windows to hand off open work with zero ambiguity—what happened, what's next, and who owns it.
- Continuous Improvement: Identify recurring issues and recommend runbook/process improvements; help reduce noise through pattern spotting.
Required Qualifications
- Experience:4–7+ years in SOC/NOC/IT operations or managed services (shift operations experience strongly preferred).
- Windows Depth: Strong troubleshooting skills across endpoints and core Windows services; practical knowledge of AD fundamentals, DNS basics, and authentication issues.
- M365 / Entra Fundamentals: Ability to troubleshoot common identity and productivity issues (MFA, conditional access basics, mail flow fundamentals, account lockouts, and login failures).
- Security Operations Competence: Comfortable with phishing/endpoint/malware-style alerts and evidence-driven triage; able to follow investigation standards and escalation criteria.
- Customer Communication: Strong written and spoken English for clear customer updates and professional U.S.-style interactions.
- Process & Ownership: You can run your shift with discipline—prioritize correctly, document well, and keep work moving without constant direction.
Tools & Platforms (partial)
CrowdStrike • Palo Alto • Meraki • Rubrik • Datto RMM • FortiMail • DNSFilter • KnowBe4 • Zoho Desk
What Success Looks Like
- Independent L2 Execution: You consistently drive issues forward and resolve a meaningful portion without escalation.
- High-Quality Escalations: When you escalate, L3 receives complete context with minimal follow-up required.
- Clean Continuity: Handoffs are crisp, and the next shift never has to rediscover what happened.
- Customer Confidence: Updates are timely, clear, and aligned to U.S. expectations.
