NOC Support Analyst

• Job Title: Network Operation Center(NOC) / Service Management Analyst
• Location: Richardson, TX(On-site)
• W2 Contract Job

Job Summary:

The NOC / Service Management Analyst is responsible for monitoring enterprise network and system health, managing incidents, and ensuring timely communication and coordination during outages. This role serves as a critical link between monitoring operations and technical support teams, ensuring service continuity and operational excellence.

Key Responsibilities:

• Monitoring & Alert Response:
• Monitor network and system health using enterprise monitoring tools.
• Respond to alerts and collaborate with Level 2/Level 3 support teams for troubleshooting and resolution.
• Escalate issues appropriately based on severity and impact.
• Knowledge Management:
• Maintain and update Knowledge Base (KB) articles with handling instructions for recurring alerts and incidents.
• Ensure KBs are accurate, accessible, and aligned with current operational procedures.
• Incident Management:
• Ensure all incident details are accurately documented in ServiceNow, the system of record.
• Act as Incident Manager during technical bridge calls for major outages.
• Coordinate resources and send timely communications during major incidents.
• Verify startup and shutdown procedures for critical applications.
• Confirm successful completion of critical job KPIs and batch processes.
• Vendor & Change Coordination:
• Communicate vendor-related outages to L2/L3 teams.