Network Operations Center (NOC) Analyst

Overview

The Network Operations Center (NOC) Analyst actively participates in network incident management for managed WAN interfaces and managed security sites, using monitoring and ticketing platforms to troubleshoot and resolve issues while acting as an advocate for customers subscribed to AppDirect's Managed Network Services.

What you'll do

• Own, triage, and resolve customer network (WAN/LAN) related trouble tickets to successful completion
• Detect, track, and restore customer network connectivity via their data circuits and/or equipment
• Remotely troubleshoot and configure WAN equipment, including routers, firewalls, switches, and load balancers from various vendors
• Engage, escalate, and work with carriers and other 3rd parties when needed as part of service restoral
• Participate in incident command bridges, hypercare, and major incidents when required
• Understand and use network monitoring tools such as Zenoss or Logic Monitor to troubleshoot and analyze network issues and performance
• Converse with technical and non-technical contacts depending on the situation
• Perform effective ticket management, including queue management, timely ticket documentation, proper hand-off to other analysts, teams and 3rd parties, customer communications, and ticket resolution
• Adhere to established Service Level Objectives and/or Service Level Agreements
• Work both autonomously and as part of a team, assisting when necessary in identifying and diagnosing issues

What you'll need

• Minimum of two (2) years of WAN/LAN implementation and support/troubleshooting experience
• Well-versed in TCP/IP protocols and able to troubleshoot issues remotely
• Strong understanding of the OSI Model, SD-WAN, Transport, and TCP/IP
• Demonstrable experience with routing and troubleshooting routing issues with BGP, IGRP, RIP, and OSPF
• Must be knowledgeable in NAT, access lists, policy-based mapping, traffic shaping, and priority queuing
• Must have supported data networks and telecommunications functions in mid-size enterprises, including VPN, ADI, MPLS, Ethernet, Cellular, Broadband, Wireless (WWAN), and Multilink T1s
• Must have experience in command line configuration using two or more of the following product lines: Cisco, SonicWall, Juniper, ADTRAN, Meraki, Fortinet, or other relevant technologies
• Knowledgeable with DNS, DHCP, VRRP, HSRP, VLANs, and Inter-VLAN routing
• Knowledge of network monitoring and traffic capturing tools
• Must be conceptually familiar with security-related terms and technologies, encryption, authentication, IPsec, VPN tunnels including GRE, and controlling traffic
• Ability to interact, communicate, and collaborate with internal/external customers, service providers, and field technicians
• Strong verbal communication and documentation skills
• Strong process improvement and customer-focused skills

Nice to have

• VoIP knowledge and experience
• Large enterprise LAN/WAN environment or telecommunications company experience
• Bachelor's degree in Computer Science, Information Systems, or a related discipline
• Experience working in a Managed Services organization
• Experience with ServiceNow and monitoring tools such as Logic Monitor or Zenoss
• Possess or be working towards ITIL v3 or v4 Foundations Certification
• Relevant technical certifications, e.g., CCNA, Network+
• Conceptual knowledge of Security Operations or experience

Details

• Location: Pune, India
• Works within AppDirect's 24x7x365 operational environment
• May require occasional shift rotation to cover holidays, weekends, and other scheduling requirements; flexibility to work any shift as needed is required