Network Operations Center - Analyst

Zelis Healthcare; Hyderabad; On-site; INR 600,000 - 850,000; Full time

Job summary

Zelis Healthcare in Hyderabad, India is seeking an experienced NOC Analyst with 4-5 years of hands-on experience in network and IT operations. You will monitor infrastructure, troubleshoot incidents, and drive service restoration while maintaining documentation.

You will perform initial fault isolation across network, servers, OS, and applications, manage alerts, and support ITIL-based incident, change, and problem processes. Strong automation awareness is a plus.

Qualifications

• Bachelor's degree or diploma in CS/IT or a related technical discipline.
• 4-5 years of hands-on NOC/IT Operations experience with incident handling and escalation.
• Experience in 24x7 NOC/IT Operations and ITIL-based processes.
• Familiarity with monitoring, logs, runbooks, and knowledge bases.

Responsibilities

• Monitor enterprise network infrastructure, applications, devices, connectivity, and services using monitoring tools.
• Perform L1/L2 troubleshooting of incidents with standard diagnostic tools.
• Isolate faults across Windows/Linux servers, OS, and application layers.
• Analyze alerts, metrics, and dependencies to find root causes and signals.
• Own incidents from detection through restoration, with triage and updates.
• Support Change, Problem, and Major Incident Management processes.
• Create and maintain SOPs, runbooks, and knowledge base articles.
• Provide structured shift handovers and NOC incident reports.
• Identify automation opportunities and validate outcomes before escalation.

Skills

TCP/IP networking

Windows Server

Linux Server

Incident troubleshooting

Monitoring & alerting

Documentation & SOPs

Education

Bachelor's degree in Computer Science/Information Technology

Tools

Splunk

Datadog

LogicMonitor

Jira Service Management

Job description

Job Overview

We are seeking an experienced NOC Analyst with 4-5 years of hands-on experience in Network Operations Center or IT Operations environments. The role is responsible for proactive infrastructure monitoring, incident troubleshooting, service restoration, and operational support across network and related technology services.

The ideal candidate will bring strong network troubleshooting capability, practical exposure to Incident, Change, Problem, and Major Incident Management, and the ability to perform initial fault isolation across network, server, operating system, and application/service layers before engaging specialized resolver teams.

The role also requires strong operational documentation skills, including SOPs, runbooks, Knowledge Base content, and shift handovers, together with an understanding of monitoring and operational automation and the ability to identify repetitive activities suitable for automation.

Key Responsibilities

Monitor enterprise network infrastructure, applications, devices, connectivity, and related services using network, infrastructure monitoring, observability, and log-analysis tools.

Proactively monitor routers, switches, firewalls, load balancers, WAN links, VPNs, wireless infrastructure, and network interfaces for availability, latency, packet loss, utilization, errors, and performance degradation.

Perform L1/L2 troubleshooting of network incidents and service disruptions using standard diagnostic tools such as Ping, Traceroute, NSLookup, Telnet, SSH, Netstat, DNS lookups, and monitoring utilities.

Perform initial fault isolation across Windows/Linux servers, operating systems, and application/service layers by reviewing service health, processes, logs/events, resource utilization, endpoint/port connectivity, HTTP responses, and upstream/downstream dependencies.

Analyze and correlate alerts, metrics, logs, events, dashboards, thresholds, and service dependencies to distinguish actionable, recurring, false-positive, or common-cause issues and identify the most likely source of degradation.

Own incidents from detection through service restoration, including triage, impact and urgency assessment, prioritization, evidence collection, escalation, resolver coordination, stakeholder updates, restoration validation, and accurate closure documentation.

Follow Incident and Major Incident Management processes, supporting major incidents through technical information gathering, timeline maintenance, resolver engagement, action tracking, and communication until service restoration.

Support Change Management activities through implementation monitoring, pre/post-change validation, service checks, and identification of potential or actual service impact.

Support Problem Management and RCA by identifying recurring incidents, alert trends, infrastructure patterns, and underlying issues, and by providing relevant historical and diagnostic data.

Identify noisy or repetitive alerts and recommend improvements through alert tuning, threshold optimization, correlation, suppression, or automation.

Create, maintain, and periodically improve SOPs, runbooks, troubleshooting guides, Knowledge Base articles, known-error documentation, escalation procedures, and recovery instructions.

Provide structured shift handovers covering active incidents, outstanding alerts, planned changes, service risks, escalations, ownership, and follow-up actions, and prepare NOC reports on incidents, availability, SLA performance, and key operational events.

Understand and support approved operational automation workflows, identify repetitive manual activities suitable for automation, perform basic scripting/automation where required, and validate automation outcomes before escalation of exceptions.

Collaborate with Network Engineering, Infrastructure, Cloud, Security, Application Support, Service Management, and vendor teams, and contribute to continuous improvement initiatives focused on service availability and reducing MTTD, MTTA, and MTTR.

QualificationsRequired

Bachelor's degree or diploma in Computer Science, Information Technology, or a related technical discipline.

4-5 years of hands-on experience in a NOC, Infrastructure Operations, Network Support, or similar IT Operations environment, including L1/L2 troubleshooting, incident handling, escalation, service restoration, and operational documentation.

Experience working in a 24x7 NOC / IT Operations environment.

Practical understanding of ITIL-based Incident, Change, Problem, and Major Incident Management processes.

Preferred

ITIL Foundation certification.

Exposure to PowerShell, Bash, Python, cloud environments, operational automation, or relevant vendor-specific certifications.

Skills

Strong understanding of TCP/IP networking and working knowledge of DNS, DHCP, VLANs, routing, switching, VPNs, firewalls, load balancers, WAN/LAN connectivity, TCP/UDP ports and protocols, latency, packet loss, and common network failure scenarios.

Working knowledge of Windows and Linux server operations and troubleshooting, including services/processes, operating system logs/events, CPU, memory, disk/filesystem utilization, and server connectivity.

Basic application and service troubleshooting skills, including service health validation, application/system logs, web or API endpoint testing, HTTP status codes, authentication issues, port connectivity, and dependency analysis.

Experience with enterprise monitoring, observability, log-analysis, and ITSM platforms such as Splunk, Datadog, LogicMonitor, Jira Service Management, or equivalent technologies.

Strong incident troubleshooting, prioritization, escalation, service restoration, alert correlation, and RCA support skills.

Ability to communicate concise incident updates covering impact, actions taken, findings, ownership, next steps, and outstanding risks to both technical and operational stakeholders.

Strong written documentation and knowledge-transfer skills, including incident notes, shift handovers, SOPs, runbooks, Knowledge Base articles, and troubleshooting guides.

Ability to follow established runbooks and escalation procedures while applying sound judgment when documented procedures do not fully address the situation.

Ability to identify opportunities for operational automation and continuous improvement, with strong analytical, communication, collaboration, and customer-service skills.

This role requires strong technical and operational skills, with the ability to independently monitor, triage, troubleshoot, elevate, document, and support restoration of network, server, infrastructure, and application incidents during assigned shifts.