NOC Analyst

  • Contract
  • Remote

Synchronoss Technologies


Snapshot:

Our transformation journey continues. We are hiring!

ITSM Operations are seeking an experienced NOC Analyst with exceptional communication skills and a strong background in major incident management to join our fantastic NOC Team.

NOC Operations are critical for Synchronoss in delivering highly scalable and reliable cloud platform and activation solutions to its customers. It is at the heart of our IT Operations and Customer Success.


Our ideal candidate must be persuasive, open to innovation and change, with great attention to detail, happy to lead in and thrive in a busy NOC environment.

Our Team responds to NOC alerts in a timely manner and initiates team interaction to maintain and restore service. We monitor Operational support systems to proactively identify service impacting events relating to IT, network, and facility conditions and provide Tier-1 support to our internal and external customers.

You should demonstrate a strong interest and background in network and infrastructure, have excellent troubleshooting skills and the ability to work flexible hours.

The position communicates service and technical information to IT and Application support personnel, customers and centres and utilizes NOC support subsystems and produce accurate trouble tickets and activity reports. The NOC facilitate internal conference bridge systems during system outages, as well as sends hourly status updates internally and externally on the progress of these issues.

How you will help::


  • Mountain TZ Hours of operation for role (7am to 7pm operation NOC Hours with a 10 hour shift within the times)

  • Sunday to Wednesday and / or Wednesday to Saturday – 4 day work week & 10 hour Workday each day with 3 off / Hourly role with all Benefits!
  • Flexible to work 10 hours shift based on company needs, rotational day and night shifts (during India hours), ready to work in 10 hrs. per day 4 days a week

  • Experience in Severity incident management and resolution, as well as customer and management updates and communication

  • ITIL certified / strong experience working in ITIL environs
  • Knowledge of Linux and Cloud technologies
  • Hands-on experience in Incident Management, ITSM – Problem Management (RCAs), CAB, CCT and change coordination/change management
  • Working knowledge of Observability & Monitoring tools – Grafana, Prometheus, AlertMgr, Solar Winds, Logic Monitor, Nagios, LogRhythm
  • Proactive production monitoring knowledge preferably for Cloud services, Analytics services, Activation services or Messaging services
  • Experience of databases e.g. Oracle, Cassandra
  • Basic knowledge of network elements.

Who we have in mind::

  • Expected job duty breakdown: team management and mentoring 40% monitoring 15%, troubleshoot 10%, incident management 10%, training 10%, general NOC team administration 15%
  • Provide world class customer support to internal and external customers
  • Monitor the networks to ensure its availability to all users
  • Use your ability to manage and assist the team in multiple high priority issues under pressure
  • Respond to automatically generated alarms produced by NOC monitoring software and by using tools and/or engaging Tier 2 & 3 support
  • Facilitate Internal Bridge and send status updates during outages and severity 1 system issues
  • Perform up checks on the various applications to ensure connectivity
  • Monitor Facility Systems such as HVAC and power generators.
  • Process and prioritize customer requests by phone, e-mail, or in person for service-related assistance applying to a variety of technologies
  • Identify diagnoses and resolves problems of moderate complexity affecting network performance
  • Assist SNCR SRE team with non-production application builds on REL (Redhat Enterprise Linux) environments. This includes bringing the application down, stopping web logic, deploying new code tags, restarting web logic, bringing up the application and then testing proper functionality
  • SSL certificate tracking and renewal process for SNCR production systems
  • LogicMonitor/Nagios (or Zabbix) front-end administration which includes working with development teams to create and apply appropriate SQL expressions and triggers to properly alert stakeholders of potential problems to SNCR production environments
  • Follow prescribed trouble and operational procedures and aids refining them to improve internal and customer needs
  • Perform notifications and follows prescribed escalation procedures
  • Document trouble tickets as actions are taken
  • Record, update, and maintain outage notifications and announcements
  • Perform user administration for our various applications by way of our custom user manager applications and Active Directory
  • Shift based role includes weekends
  • Rotational support may be required
  • Any other duties as determined to be needed by Management

It would be great if you had::

  • ITIL

  • System Administration Understanding
  • NOC Monitoring

What we offer::

  • Competitive Salary + Bonus
  • Flex Time PTO
  • Healthcare
  • 401K
  • Vision
  • Dental
Synchronoss is proud to be an Equal Opportunity Employer.
As a global company and team, we value and celebrate diversity and are committed to a workplace free from discrimination and harassment. We take pride in fostering an inclusive environment based on mutual respect and merit.
We are at our best when our workforce is dynamic in thought, experience, skill set, race, age, gender, sexual orientation, sexual expression, national origin and beyond

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