Network Operations Technician

UST HealthProof, Inc.; Hyderabad; Presencial; INR 600 000 - 1 000 000; Tempo integral

Resumo da oferta

UST HealthProof, Inc. seeks a NOC Analyst to provide 24/7 monitoring and incident response for mission-critical healthcare SaaS platforms.

You will be the first line of defense, detecting issues, executing runbooks, and escalating to on-call engineers to ensure platform stability and customer satisfaction. The ideal candidate will have strong troubleshooting skills, experience with Datadog/AppDynamics/ELK/New Relic, and the ability to work in a follow-the-sun model with global teams.

Qualificações

• 1–3+ years in NOC, IT ops or monitoring roles
• Experience with monitoring/observability tools (Datadog, AppDynamics, ELK, New Relic)
• Familiarity with incident management platforms (Jira Service Management, ServiceNow, PagerDuty)
• Understanding of cloud infra (AWS/Azure/GCP); AWS SysOps Associate cert or equivalent
• Strong troubleshooting and ability to follow runbooks under pressure
• Excellent written and verbal communication for incident updates and handoffs
• Willingness to work rotating shifts (24/7)

Responsabilidades

• Monitor production systems 24/7 using observability platforms to detect anomalies and incidents
• Respond to incidents within SLA, perform initial triage and engage on-call engineers
• Log and manage incidents in ITSM platforms with accurate categorization and documentation
• Execute documented runbooks for common issues like restarts, health checks, and certificate renewals
• Coordinate with engineering, SRE, and service delivery during major incidents and change windows
• Maintain shift handoff docs and participate in daily standups
• Escalate incidents by severity, impact, and complexity
• Document known errors, workarounds, and lessons learned for the knowledge base

Conhecimentos

Troubleshooting

Incident management

Communication

Documentation

Team coordination

Follow-the-sun operations

Formação académica

ITIL v4 Foundation

AWS SysOps Associate

Ferramentas

Datadog

AppDynamics

ELK

New Relic

Jira Service Management

ServiceNow

PagerDuty

AWS Console

Docker

Kubernetes

Descrição da oferta de emprego

Overview

We are seeking a NOC Analyst to provide 24/7 monitoring and incident response for mission-critical healthcare SaaS platforms. This role is the first line of defense for production systems, responsible for detecting issues, executing runbooks, and escalating when needed to ensure platform stability and customer satisfaction.

The ideal candidate has strong technical troubleshooting skills, experience with monitoring and observability tools, and the ability to work effectively in a follow-the-sun operations model with global teams.

Key Responsibilities

• Monitor production systems 24/7 using observability platforms ( DataDog , Appdynamics PagerDuty) to detect anomalies, alerts, and incidents
• Respond to incidents within SLA, perform initial triage, execute runbooks, and engage on-call engineers when necessary
• Log and manage incidents in ITSM platforms with accurate categorization, priority, and documentation
• Execute documented runbooks for common issues (application restarts, health checks, certificate renewals)
• Familiarity with remote access methods such as SSH, CLI-based VM management and AWS console, along with support and management of containerized environments (Docker/Kubernetes)
• Perform health checks and proactive monitoring to identify degradation before customer impact
• Coordinate with engineering, SRE, and service delivery teams during major incidents and change windows
• Maintain shift handoff documentation and participate in daily operational standup meetings
• Escalate incidents appropriately based on severity, customer impact, and technical complexity
• Document known errors, workarounds, and lessons learned to improve operational knowledge base

Required Qualifications

• 1-3+ years of experience in NOC, IT operations, technical support, or similar monitoring roles
• Experience with monitoring and observability tools (Datadog, Appdynamics, ELK, New Relic, or similar)
• Familiarity with incident management and ITSM platforms (Jira Service Management, ServiceNow, PagerDuty)
• Moderate understanding of cloud infrastructure (AWS, Azure, GCP), APIs, and web services, i.e. AWS SysOps Associate certification / equivalent.
• Strong troubleshooting skills and ability to follow technical runbooks under pressure
• Excellent written and verbal communication skills for incident updates and handoffs
• Willingness to work rotating shifts including nights, weekends, and holidays (24/7 follow-the-sun model)

Preferred Qualifications

• Experience in healthcare or regulated environments (HIPAA, CMS compliance)
• ITIL v4 Foundation certification
• Familiarity with scripting (PowerShell, Python, Bash) for basic automation tasks
• Experience supporting SaaS or cloud-native applications
• Understanding of networking concepts (DNS, load balancers, firewalls, SSL/TLS)

Key Metrics for Success

• Incident response time (time to acknowledge and begin triage)
• Escalation accuracy ( appropriate escalations with complete context)
• SLA compliance for incident acknowledgment and initial response
• Quality of incident documentation and handoff notes
• Reduction in repeat alerts through proactive action

Employment Details

• Full-time position with rotating shift coverage (24/7 operations)
• Follow-the-sun model with US and global team coordination
• Must be eligible to work on U.S. federal contracts (background check may be required)

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.