Network Operations Center (NOC) Analyst

AppDirect, Inc; Maharashtra; On-site; INR 600,000 - 900,000; Full time

Job summary

AppDirect, Inc is seeking a NOC Analyst to join our 24x7x365 Network Operations Center. The candidate will own WAN/LAN trouble tickets, remotely troubleshoot, and coordinate with carriers for service restoration.

You will work in a fast-paced environment supporting global customers and maintaining high service levels. Requires 2+ years in WAN/LAN support, strong TCP/IP knowledge, and experience with routing protocols.

Qualifications

• Minimum of two years of WAN/LAN implementation and support/troubleshooting experience.
• Proficient with TCP/IP protocols and remote troubleshooting.
• Strong understanding of the OSI model, SD-WAN, transport and TCP/IP.
• Experience with routing protocols: BGP, IGRP, RIP, and OSPF.
• Knowledge of NAT, access lists, policy-based mapping, traffic shaping, and QoS.
• Experience with data networks, VPN, MPLS, Ethernet, WWAN, and related telecom functions.
• CLI configuration using Cisco, SonicWall, Juniper, ADTRAN, Meraki, Fortinet or similar.
• DNS, DHCP, VRRP, HSRP, VLANs, and Inter-VLAN routing.
• Familiarity with network monitoring and traffic capture tools.
• Security terminology: IPsec, VPN tunnels (GRE), and traffic control.
• VoIP knowledge is a plus.
• Excellent verbal and written communication and documentation skills.
• Strong customer focus and ability to collaborate with diverse stakeholders.

Responsibilities

• Own, triage, and resolve customer WAN/LAN trouble tickets.
• Detect, track, and restore customer connectivity across circuits.
• Remotely troubleshoot and configure WAN gear from various vendors.
• Engage with carriers and third parties for service restoration.
• Participate in incident command bridges and major incidents.
• Use Zenoss or LogicMonitor for troubleshooting and analysis.
• Communicate with technical and non-technical contacts.
• Manage tickets: queue, documentation, hand-offs, and updates.
• Adhere to SLAs and OLAs.
• Work autonomously and in a team to diagnose issues.

Skills

WAN/LAN troubleshooting

TCP/IP protocols

OSI Model

Routing protocols (BGP/IGRP/RIP/OSPF)

NAT and ACLs

Data networks (VPN/MPLS/Ethernet)

CLI with multiple vendors

DNS/DHCP/VLANs

Security concepts (IPsec/VPN, GRE)

VoIP

Communication & documentation

Customer focus & process improvement

Education

Bachelor's degree in CS/Info Systems

Tools

Logic Monitor

Zenoss

ServiceNow

Job description

About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture - one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

About You

The NOC Analyst interacts regularly with and is an advocate for all customers with whom he/she is working and who have subscribed to AppDirect’s Managed Network Services. This position requires a strong customer focus and an ability to deal with different customer requirements and priorities.

The successful candidate for this position will effectively utilize prior education and demonstrated work experience to make an immediate, independent contribution to the Network Operations Center team.

The NOC is an integral part of AppDirect’s 24x7x365 operational environment. This position may require occasional shift rotation to cover holidays, weekends, and other normal scheduling requirements as needed to support the business. Flexibility to work any shift as needed is required.

What you’ll do and how you’ll have an impact

• Own, triage, and resolve customer network (WAN/LAN) related trouble tickets to successful completion
• Detection, tracking, and restoration of customer’s network connectivity via their data circuits and/or equipment
• Remotely troubleshoot and configure WAN equipment, including routers, firewalls, switches, and load balancers from various vendors
• Engage, escalation and work with carriers and other 3rd parties when needed as part of service restoral
• Participate in incident command bridges, hypercare, and major incidents when required
• Understand and use network monitoring tools such as Zenoss or Logic Monitor to assist in troubleshooting or analysing network issues and performance
• Converse with technical and non-technical contacts depending on the situation.
• Perform effective ticket management including but not limited to queue management, timely ticket documentation, proper hand-off to other analysts, teams, 3rd parties, etc., communications to customers, ticket resolution
• Adhere to established Service Level Objectives and/or Service Level Agreements
• Work both autonomously and also as part of a team, assisting, when necessary, on identifying and diagnosing issues

What we’re looking for

Required

• Minimum of two (2) years of WAN/LAN implementation and support/troubleshooting experience
• Well-versed in TCP/IP protocols and able to troubleshoot issues remotely
• Strong understanding of the OSI Model, SD-WAN, Transport, and TCP/IP
• Demonstrable experience with routing and troubleshooting routing issues with BGP, IGRP, RIP, and OSPF
• Must be knowledgeable in NAT, access lists, policy-based mapping, traffic shaping, and priority queuing
• Must have supported data networks and telecommunications functions in mid-size enterprises, including VPN, ADI, MPLS, Ethernet, Cellular, Broadband, Wireless (WWAN), Multilink T1s
• Must have experience in command line configuration using two or more of the following product lines: Cisco, SonicWall, Juniper, ADTRAN, Meraki, Fortinet, or other relevant technologies
• Knowledgeable with DNS, DHCP, VRRP, HSRP, VLANs, and Inter-VLAN routing.
• Knowledge of network monitoring and traffic capturing tools
• Must be conceptually familiar with security-related terms, and technologies, encryption, authentication, IPsec, VPN tunnels including GRE, and controlling traffic
• VoIP knowledge and experience is a plus
• Ability to interact, communicate, and collaborate with internal/external customers, service providers, and field technicians
• Strong verbal communication and documentation skills
• Strong process improvement and customer-focused skills

Preferred

• Large enterprise LAN/WAN environment or telecommunications company experience preferred
• Bachelor's degree in Computer Science, Information Systems, or a related discipline
• Experience working in a Managed Services organization a plus
• Experience with ServiceNow and monitoring tools such as Logic Monitor or Zenoss
• Possess or be working towards ITIL v3 or v4 Foundations Certification
• Conceptual knowledge of Security Operations or experience is a plus

At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.

At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice: https://www.appdirect.com/about/privacy-notice

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