Network Operations Technician

HealthEdge Software, Inc.; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

HealthEdge Software, Inc. seeks a Network Operations Center Analyst to monitor healthcare SaaS platforms 24/7, respond to incidents, and follow runbooks for rapid recovery.

You will log incidents, perform triage, and escalate to on‑call engineers as needed to maintain platform stability and customer satisfaction. The role requires strong troubleshooting, experience with Datadog, AppDynamics, ELK, AWS, and ITSM tools, with a follow‑the‑sun shift model across global teams.

Qualifications

• 1–3+ years in NOC or IT operations
• Experience with monitoring/observability tools
• Familiarity with ITSM platforms
• Ability to work in 24/7 rotating shifts

Responsibilities

• Monitor production systems 24/7 to detect incidents
• Triage incidents, execute runbooks, escalate as needed
• Log incidents with accurate categorization and documentation
• Execute runbooks for common issues like restarts and renewals
• Coordinate with engineering/SRE during major incidents
• Maintain shift handoff notes and participate in daily standups
• Escalate appropriately based on severity
• Document known errors and lessons learned

Skills

Troubleshooting

Incident management

Communication

Follow-the-sun

SLA adherence

Education

AWS SysOps Associate

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)