NOC Analyst

AHEAD; India; Sur place; INR 600 000 - 1 000 000; Plein temps

Avantages offerts par ce poste

Health insurance

Paid time off

Flexible work

Learning and development

Wellness initiatives

Retirement benefits

Inclusive culture

Résumé du poste

AHEAD is seeking a Network Administrator to monitor client IT infrastructure, manage incidents, and coordinate troubleshooting across multiple platforms. You will work with Firewalls, routers, switches, and cloud services to ensure reliable operations and timely resolutions.

Ideal candidates have 3+ years in similar roles, hands-on experience with ITIL-based ticketing (ServiceNow) and observability tools, and a collaborative, customer-focused approach.

Qualifications

• 3+ years of operational experience across multiple technologies, especially networking.
• Experience with Firewalls, Routers, switches and wireless tech; Cisco/Palo Alto preferred.
• Familiarity with servers, storage, virtualization and cloud environments.
• Proficient in Microsoft Office applications and ITIL-based ticketing systems.
• Experience with IT observability/monitoring tools, Elastic observability preferred.

Responsabilités

• Monitor customer network and IT infrastructure to detect incidents.
• Handle incident management via ITIL-based ITSM (ServiceNow) processes.
• Answer client calls to open or check status of incidents and updates.
• Troubleshoot network alerts and escalate to relevant teams.
• Work with carriers and vendors on network hardware and circuit issues.
• Document tickets, changes, and service requests per SLA and SOPs.
• Maintain system and process documentation in knowledge bases.

Connaissances

Networking

ITIL/ServiceNow

Observability tools

Elastic observability

Cisco/Palo Alto

Servers/Storage/Virtualization/Cloud

Outils

ServiceNow

Elastic

LogicMonitor

SolarWinds

Description du poste

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
• Exchange/O365 server issues
• 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:
• Elastic Observability (ECOE)
• 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