NOC Analyst

Ahead; Gurugram District; On-site; INR 600,000 - 1,000,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Learning and development

Employee wellness

Certification support

Job summary

AHEAD in India’s Gurugram region seeks an experienced Network Administrator to monitor customer IT infrastructure and manage incidents. You will work with Firewalls, Routers, switches, and cloud components, following ITIL-based processes and ServiceNow for ticketing.

The role requires 3+ years in multiple technologies, direct interaction with client teams, and documentation of runbooks and SOPs. We offer equal opportunity employment, certifications support, and access to a multi-million-dollar

Qualifications

• 3+ years of operational experience in multiple technologies.
• Networking technologies including Firewalls, Routers, switches and wireless; Cisco and/or Palo Alto preferred.
• Experience with servers, storage, virtualization and cloud.

Responsibilities

• Monitor customer network and IT infrastructure.
• Incident management via ITIL-based ITSM (ServiceNow).
• Answer phone calls from select client contacts to open new or check status of existing incidents.
• Troubleshoot network-related alerts/incidents and escalate as needed.
• Troubleshoot other infrastructure issues (Server Windows/Unix/Linux, Backup/Replication, Cloud).
• Coordinate with carriers and 3rd party vendors on network issues.
• Follow SOPs, Run Books to perform tasks for customers, including IOS upgrades and switch maintenance.
• Document incident tickets, change records and service requests per SLA.
• Communicate status with clients and internal teams during incidents.
• Assist with cross-training of NOC team members.

Skills

Networking

ITIL/ServiceNow

Windows/Linux/Unix

Cloud

Elastic observability

Tools

ServiceNow

Elastic

Job description

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.

AtAHEAD, we prioritize creating a culture of belonging,where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.

We are an equal opportunity employer,anddo not discriminatebased onan individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, maritalstatus,or any other protected characteristic under applicable law, whether actual or perceived.

We embraceall candidatesthatwillcontribute to the diversification and enrichment of ideas andperspectives atAHEAD.

The Network Administrators are responsible for monitoring of client infrastructure with provided tools, incident management including triage, response and escalation of incidents based on severity, service request management and change management for Managed Services customers.

Key Responsibilities

• Monitor customer network and IT infrastructure
• Incident management via ITIL based ITSM (ServiceNow)
• Answer phone calls from select client contacts to open new or check status of existing incidents
• Performs troubleshooting of a network related alerts/incidents and elevate to appropriate teams as needed
• Performs troubleshooting of a variety of other infrastructure platform issues, such as but not limited to:
• Server – Windows/Unix/Linux
• Backup/Replication
• Cloud
• Performs troubleshooting with carriers and 3rd party vendors regarding network hardware and circuit issues
• Utilizes a variety of system and event management tools and procedures to respond and resolve internal and external customer issues
• Performs analysis of event management system alerts to ensure devices are tuned properly
• Follow specific Standard Operating Procedures (SOP), Work Instructions, and operations Run Books to perform network tasks on behalf of customers, including (but not limited to) IOS upgrade, switchport shut/no-shut, etc.
• Ensure that all Service Now incident tickets, change records and service requests are fully documented, planned, resolved, and/or executed on time and per the customer’s expectations and within the agreed Service Level Agreement (SLA)
• Communicates frequently with Client team(s), engineers/architects, Team Leads, and hardware/software vendors during incident resolution
• Create and maintain system and process documentation in appropriate knowledgebase.
• Communicate, internally and externally, the status of the incident ticket/service request directly with the customer or broadcast to a larger audience as defined per SLA.
• Assist with cross training of other NOC team members as needed.

Skills Required

• At least 3+ years of operational experience in multiple technologies, including all the following:
• Networking technologies including (but not limited to) Firewalls, Routers, switches and wireless technologies; Cisco and/or Palo Alto preferred.
• Experience with general technologies such as servers, storage, virtualization and cloud
• Proficient use of all Microsoft Office applications
• Experience working with an ITIL based ticketing system tool – ServiceNow helpful
• Experience with at least one IT observability/monitoring tool or technology (Elastic,LogicMonitor, Solar Winds, etc)
• Experience with Elastic observability strongly preferred

Certifications

• One of the following certifications is preferred
• Logic Monitor Certified Associate (LMCA)
• Microsoft Certified Solutions Expert (MCSE)
• Microsoft Certified Professional (MCP)
• Red Hat Certified System Administrator (RHCSA)
• Linux Certified Administrator (LCA)
• Cisco Certified Associate (CCNA)

Why AHEAD:

Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.

We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.

India Employment Benefits include:

• Comprehensive health insurance coverage for employees, with options to extend coverage to dependents
• Paid time off and company holidays, along with additional leave benefits as per policy
• Flexible work arrangements, supporting work-life balance
• Learning and development opportunities to support continuous growth and upskilling
• Employee wellness initiatives and programs focused on physical and mental well-being
• Retirement and statutory benefits in line with India regulations
• Inclusive and people-first culture, with a strong focus on collaboration and ownership