NOC Analyst

• Monitor infrastructure and network platforms, scheduled jobs and service dashboards during assigned shifts. • Validate alerts, correlate related events, identify maintenance activity and assess potential business impact using the agreed runbooks. • Create or update tickets with timestamps, affected services, configuration items, observations, evidence and priority. • Acknowledge and escalate urgent incidents immediately. • Keep escalation active until ownership is confirmed or the next escalation step is initiated; continue diagnosis without delaying P1/P2 escalation. • Diagnose connectivity using approved DNS, ping, traceroute, interface and route checks; assess packet loss, latency, device reachability and likely fault location. • Review server service status, resource utilisation, event logs, hardware health and basic hypervisor alerts within assigned access. • Track incident ownership and escalation status and support communications under the SDM or major-incident coordinator. • Monitor backup outcomes, connectivity, capacity, hardware health and patch status and flag protection gaps or recurring failures. • Recognise suspected security events, preserve relevant evidence and escalate through the security process without waiting for full diagnosis. • Maintain shift handovers covering open incidents, active changes, maintenance, dependencies and required follow-up. • Improve runbooks, alert quality and monitoring records; do not suppress or disable monitoring outside approved procedures and change controls. • Keep client access and evidence separated, use approved administration tools and avoid exposing secrets in tickets or communications. • Record technical updates, time, evidence, escalation, handover and closure through IT-Serve’s service desk/PSA and delivery processes. • Keep colleagues informed and provide client updates through the agreed communication and escalation process. • Follow IT-Serve security procedures, protect confidential information and escalate unsafe work, security concerns or delivery risks promptly. • Experience with Auvik, Syxsense or comparable monitoring and endpoint management platforms. • Basic scripting skills. • Cloud monitoring experience. • Exposure to VMware, backup and firewall platforms. • Experience working shifts and supporting multiple clients. • Regulated-sector experience is desirable rather than mandatory. • ITIL Foundation, associate networking, systems support or cloud fundamentals qualifications are desirable. • Communication skills: Communicate clearly with colleagues and clients, take ownership of work, maintain accurate records and provide timely progress updates. • Teamwork: Work constructively across the team, mentor others where appropriate and recognise when specialist support is needed.