Network Operations Technician

HealthEdge; Hyderabad; On-site; INR 700,000 - 1,100,000; Full time

Job summary

HealthEdge in Hyderabad, India seeks a NOC Analyst to monitor mission-critical healthcare SaaS platforms around the clock, detect incidents, and execute runbooks for rapid restoration.

You'll respond within SLA, escalate when needed, and log incidents in ITSM with precise categorization and documentation. The role requires cross-functional collaboration with on-call teams and global colleagues to ensure platform reliability.

Qualifications

• 1–3+ years in NOC or IT operations.
• 2+ years in monitoring/observability environments.
• Experience with ITSM platforms such as Jira Service Management or ServiceNow.
• Cloud familiarity (AWS/Azure/GCP) and API/web services knowledge.
• Strong troubleshooting and ability to follow runbooks under pressure.
• Excellent written and verbal communication skills.
• Willingness to work rotating shifts (24/7).

Responsibilities

• Monitor production systems 24/7 using observability platforms to detect anomalies, alerts, and incidents.
• Respond to incidents within SLA, perform initial triage, run runbooks, and engage on-call engineers.
• Log and manage incidents in ITSM platforms with accurate categorization and documentation.
• Execute documented runbooks for common issues (application restarts, health checks, renewals).
• Familiarity with remote access (SSH, CLI) and AWS console; support Docker/Kubernetes environments.
• Perform health checks and proactive monitoring to identify degradation before customer impact.
• 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.

Skills

Monitoring tools

Incident response

Troubleshooting

ITSM

Cloud familiarity

Communication

Follow-the-sun

Tools

DataDog

AppDynamics

ELK

New Relic

Jira Service Management

ServiceNow

PagerDuty

AWS Console

Docker

Kubernetes

Job description

Overview

Network Operations Center (NOC) Analyst

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 withaccuratecategorization, 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 toidentifydegradation before customer impact
• Coordinate with engineering, SRE, and service delivery teams during major incidents and change windows
• Maintain shift handoff documentation andparticipatein 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.AWSSysOpsAssociate 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 healthcareor 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 escalationswith 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 berequired)