Job Description
Position Summary
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The NOC / Event Management Analyst is responsible for proactively monitoring IT environments, responding to system alerts and service tickets, performing initial troubleshooting, and escalating issues to the appropriate technical teams when necessary. This role supports the health, availability, and performance of infrastructure by identifying potential issues, validating alerts, executing routine maintenance, and ensuring timely resolution or escalation of incidents.
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Key Responsibilities
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- Monitor alerts and incidents across multiple infrastructure monitoring and management platforms.
- Review and validate system alerts to determine whether they represent legitimate outages or require further investigation.
- Troubleshoot common server, network, connectivity, backup, monitoring, disk space, service, and patching issues.
- Coordinate with internet service providers to investigate connectivity, latency, and circuit-related issues.
- Escalate complex incidents to Systems Administrators, Network Engineers, Security Engineers, or other technical resources following established procedures.
- Perform Windows Server patching and scheduled maintenance during approved maintenance windows.
- Complete routine server administration tasks, including reboots, service restarts, monitoring agent repairs, disk space management, and post-maintenance validation.
- Assist with firmware upgrades for network infrastructure, including firewalls, switches, and wireless access points.
- Verify systems and services are fully operational following maintenance activities or issue resolution.
- Maintain accurate and detailed documentation of troubleshooting steps, communications, escalations, and resolutions within the ticketing system.
- Follow established operational procedures, maintenance schedules, runbooks, and escalation processes.
- Communicate effectively with internal teams, vendors, and stakeholders regarding incidents and maintenance activities.
- Take ownership of assigned incidents from initial response through resolution or successful handoff, ensuring all work is properly documented and communicated.
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