NOC Analyst

Title: NOC Analyst

Role Summary:

Command center – MIM Analyst is a multitasking position within a command center Their primary responsibilities include Major Incident Management, Post-Incident Reviews, alert and incident monitoring 24*7*365. The ideal candidate will understand the need for well-structured, flexible processes to work in a fast-paced, agile environment. The candidate will also understand current and emerging technologies well and have strong analytical and problem-solving skills.

How you will do it:-

• Begin by thoroughly reviewing incident tickets and calls to identify major incidents. Assess their impact and urgency.
• Take charge during major incidents by leading the incident bridge. Ensure effective communication, collaboration, and resolution. Maintain a high standard of incident handling.
• Identify key stakeholders who need to be informed during major incidents. Define the content and frequency of communication updates.
• Verify that major incident communications adhere to the defined standard operating procedures (SOPs). Ensure that they have been sent promptly and accurately.
• Conduct thorough post-incident reviews to analyze what went well and areas for improvement. Compile insights into a Major Incident Management (MIM) report.
• Continuously strive for operational excellence within the command center. Look for opportunities to enhance resilience and minimize future incidents.
• Proactively propose enhancements to existing processes. Collaborate with relevant teams to implement improvements.
• Regularly assess the effectiveness and efficiency of major incident management processes. Adjust as needed.
• Clearly define the major incident management process, service levels, and performance metrics. Communicate these to all relevant stakeholders.

• Service Delivery

• Team player with a passion for service and a proven ability to work with technical and non-technical colleagues across all levels of the organization.
• Operate with focused calm and efficiency during critical and sensitive circumstances.
• Keen attention to detail, and strong organizational, customer service, and decision-making skills.
• Take accountability for your actions and own tasks through to completion.

• Collaboration
  • Foster collaboration and communication with cross-functional teams, such as IT, security, and other relevant departments.
  • Facilitate effective information sharing and coordination to address incidents and improve operational efficiency.
  • Communicate clearly, transparently, candidly, and respectfully under pressure.
• Governance/Standards
  • Adopt processes, standards, and best practices as it relates to IT service management.
  • Ensure compliance with industry regulations and best practices.
  • Organize, prioritize, and manage time effectively in a fast-paced environment.
  • Adapt to shifting priorities, demands, and timelines.

What we look for

(Required Qualifications – Education, Skills & Experience)

• A degree in computer science, information management or related field, or equivalent work experience.
• Comfortable to working in 24*7 environment.
• Good Communication skills (Verbal and written both)
• Must have experience of 3+ yrs in Infrastructure Incident Management, Major Incident Management handling, Infrastructure operations and support.
• Must have good understanding of enterprise-wide IT operations and support functions.
• Good Analytical skills and problem-solving ability.
• Ensure the quality of the Major Incident handling.
• Drive Post Incident Reviews and produce MIM report.
• Establishes and communicates the process, service levels, and process performance metrics.
• Excellent communication and collaboration skills
• Capability to work both independently and collaboratively.
• Good to have SolarWinds/Dynatrace/ Splunk and ticket management tools ServiceNow.

(Preferred Qualifications – Education, Skills & Experience)

• Experience/ knowledge in a Service management environment preferred.
• ITIL certification desired