Network Operations Center (NOC) Analyst

Cloudstaff Philippines Inc.; Philippines; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Employee Share Units

Health and life insurance

Career advancement opportunities

Mental Wellness program

International career growth

Job summary

Cloudstaff Philippines Inc. is seeking a Network Operations Center (NOC) Analyst for a 24x7 managed services role based in Angeles/ Cebu/ Makati/ Ortigas. You will monitor, triage and document alerts, create incidents in ServiceNow and escalate as needed.

This is a process-driven, non-engineering position focused on runbooks, quality signals and consistent execution. The role emphasizes strict adherence to SOPs, clear documentation and cross-team collaboration.

Qualifications

• Experience working in a NOC, SOC or MSP operations environment.
• Strong familiarity with ITSM workflows (ServiceNow experience required).
• Hands-on experience with RMM platforms (N-central or similar).
• Excellent written communication and documentation skills.
• Demonstrated ability to follow structured processes consistently.

Responsibilities

• Monitor infrastructure, network, backup and security alerts using centralized monitoring platforms.
• Validate alerts to eliminate false positives and duplicate noise.
• Identify impact scope and severity using predefined criteria.
• Create, update and manage incidents in ServiceNow in accordance with defined standards.
• Ensure tickets include accurate categorization, timestamps, impact assessment and troubleshooting notes.
• Maintain clear, concise written documentation suitable for downstream escalation.
• Restart services when explicitly permitted by runbook.
• Execute approved, low-risk operational actions documented in standard procedures.
• Confirm resolution or escalation outcomes before closing incidents.
• Escalate incidents to appropriate internal teams based on defined criteria.
• Provide complete, structured handoff information to reduce rework.
• Follow runbooks and SOPs precisely; identify gaps where procedures do not exist.
• Participate in continuous improvement by flagging recurring issues or missing automation opportunities.
• Support audit and compliance requirements through accurate recordkeeping.

Skills

NOC/SOC/MSP experience

ITSM workflows

ServiceNow

RMM platforms

Written communication

Process adherence

Tools

ServiceNow

N-central

Job description

Job Description

Work-From-Office is a setup based in Angeles/Cebu/Makati/Ortigas

We’re looking for a Network Operations Center (NOC) Analyst– Managed Services for a 24×7 operations role responsible for proactive monitoring, alert triage, ticket creation, documentation, and escalation across client environments. This position serves as the first operational layer in our managed services delivery model and is designed to protect engineering resources by ensuring only validated, actionable issues are escalated.

This is a process-driven role, not an engineering position. Success is measured by signal quality, adherence to runbooks, clarity of documentation and consistent execution.

Key Responsibilities

Monitoring & Alert Intake

• Monitor infrastructure, network, backup and security alerts using centralized monitoring platforms
• Validate alerts to eliminate false positives and duplicate noise
• Identify impact scope and severity using predefined criteria

Incident & Ticket Management

• Create, update and manage incidents in ServiceNow in accordance with defined standards
• Ensure tickets include accurate categorization, timestamps, impact assessment and troubleshooting notes
• Maintain clear, concise written documentation suitable for downstream escalation

Initial Remediation (Strictly Defined Scope)

• Restart services when explicitly permitted by runbook
• Execute approved, low-risk operational actions documented in standard procedures
• Confirm resolution or escalation outcomes before closing incidents

Escalation & Handoffs

• Escalate incidents to appropriate internal teams (Systems, Network, Security, Backup) based on defined criteria
• Provide complete, structured handoff information to reduce rework

Operational Excellence

• Follow runbooks and SOPs precisely; identify gaps where procedures do not exist
• Participate in continuous improvement by flagging recurring issues or missing automation opportunities
• Support audit and compliance requirements through accurate recordkeeping

Explicit Scope Boundaries (What This Role Does Not Do)

To ensure operational consistency and scalability, the NOC Analyst does not perform the following:

• Server or workstation reboots
• Disk cleanup or capacity remediation (handled via automation or engineering)
• User password resets or MFA troubleshooting
• Direct client communication
• Backup restores or disaster recovery execution
• Firewall rule changes or configuration modifications
• Identity or security account actions (e.g., disabling users)

Any activity outside documented scope must be escalated.

Career Path & Growth

This role is designed for operational excellence first. While internal growth opportunities may exist for high performers, advancement is based on demonstrated results, reliability and adherence to standards, not tenure alone. No specific progression path is guaranteed.

Work Model

• 24×7 coverage as part of a rotating NOC team
• Non-customer-facing role
• Managed internally or via partner oversight depending on program maturity
• Early-stage MSP practice for CRN 500 VAR

The role is non-customer-facing and operates within a structured escalation framework.

Qualifications and Requirements

• Experience working in a NOC, SOC or MSP operations environment
• Strong familiarity with ITSM workflows (ServiceNow experience required)
• Hands-on experience with RMM platforms (N-central or similar)
• Excellent written communication and documentation skills
• Demonstrated ability to follow structured processes consistently

Preferred

• Network monitoring experience (Auvik or similar)
• Exposure to backup platforms (vendor-agnostic mindset required)
• Familiarity with security alerts, MDR workflows or SIEM platforms
• Understanding of Microsoft 365 environments (no administrative access required)

Behavioral Attributes We Value

• Highly process-driven and detail-oriented
• Clear, professional written communication
• Curious and improvement-minded
• Calm, consistent execution under operational pressure

Perks and Benefits

• Become part of the Employee Share Units program.
• Cloudstaff Dream Points - To be used for bidding on useful items like appliances, kitchenettes, etc.
• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment.
• Endless opportunities for career advancement.
• In-house psychiatrists available to support employees' well-being.
• International career growth and connections.
• Mental Wellness Employee Assistance program through Lifeworks.
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues.
• Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled.
• Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Unlimited cash incentives for hired referrals.
• We set you up for success with a company-provided PC/Laptop and fiber internet connection.