NOC Analyst

"Skills and Responsibilities:

• Manage day to day deliverables during the shift, under the overall direction of the NOC Shift Leader.

• The primary accountability of this position is to ensure that all work deliverables during the shift are efficiently managed with strong delivery and prompt escalations to the Team Lead/Manager positions as needed.

• Engage other teams or escalate to L2/L3 teams as necessary. Smooth takeover of work as well as well documented and smooth handover is part of accountability.

• Provide strong technical support while ensuring that NOC processes and procedures are followed properly by the team that they are part of.

• This includes proper use of automation, following proper remediation procedures, high quality ticket and vendor issue updates, handover documentation, etc.

• Collaborate strongly with the Team leader to manage the queue, work intake as well as delivery.

• Engage in high priority incidents (P2s) or incident calls and provide support.

• Engage with wider operational teams like EES/OCG and other support areas on an ongoing basis.

• Ensure work being taken over is followed up promptly while providing proper handover to the next shift as well as to the Shift Leader.

• Support the incident, change and problem management processes.

• Manage incident queue and effectively prioritize and triage incidents based on critical devices and shared services.

• Help develop team members, provide effective feedback and recognition when needed.

• Help assess training needs, process gaps and improvement suggestions, automation opport"