Network Operations Center (NOC) Analyst – L1 POSITION SUMMARY The Network Operations Center (NOC) Analyst performs technical analysis of system issues and outages as they occur across customer enterprise networks and Cloud Centric environments. This individual then performs research or refer to the KEDB to troubleshoot and resolve the issue or, depending upon complexity, escalates the issue to higher-level systems administrators and network engineers. The NOC Analyst is responsible for researching and documenting various mitigation strategies and must maintain current and thorough knowledge of customer technologies and their significance to customer operations. This individual must be able to prioritize remediation of issues in a 24 x 7 environment with critical uptime requirements. The NOC analyst may also perform basic system administration tasks such as network/system troubleshooting, patching operating systems and applications, and executing various scripts. TYPICAL DUTIES Typical duties include, but are not limited to:
Provide timely response to all incidents, outages and performance alerts. Categorize issues for escalation to appropriate technical teams
Recognize, identify and prioritize incidents inaccordance with customer business requirements, organizational policies and operational impact
Collect and review performance reports for various systems, and report trends in hardware and application performance to assist senior technical personnel to predict future issues or outages
Monitor a wide variety of information systems and network systems that include, but are not limited to VNP circuits, LAN/WAN systems, routers, switches, firewalls, servers, storage, backup, operating systems and core applications
Document all actions in accordance with standard company operational policies and procedures
Notify customer and third-party service providers of issues, outages and remediation status
Ability to think on feet and provide required remedial activity of all the issues reported to NOC.
Should have good working knowledge on Cloud based applications preferably on AWS, Azure and Google Could apps.
Work with internal and external technical and service teams to create and/or update knowledge base articles
Perform basic systems testing and operational tasks (installation of patches, network connectivity testing, script execution,etc.)
Support multiple technical teams in 24 x 7environment operational environments with high uptime requirements. Variedshift schedules may include day or evening hours are late nights.
Work on Active Directory activities, Exchange, O365 Cloud Exchange, Google Corporate Mailbox,
Working knowledge on Ticketing tools like Manage Engine, Service Now, Remedy etc.
Working knowledge on Monitoring tools like Ops Manager, Nagios, Solar winds, Whats up gold etc.
Other duties as assigned
Degree in Sciences or equivalent
A minimum of three years of experience supporting and monitoring network systems, servers or storage in an enterpriseenvironment. Previous NOC experience is strongly preferred.
Understanding of key network monitoring protocolsincluding SNMP, NetFlow, WMI, syslog, etc.
Knowledge of Microsoft server operating systemsand Cisco network devices
Excellent written, verbal and interpersonalskills
Strong customer communication skills, with theability to communicate clearly with customers and technical personnel inhigh-stress situations
Basic Microsoft and/or Cisco certifications(CCNA, MCITP, etc.)
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases