NOC Analyst

Goosehead Insurance Agency LLC; Westlake (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Goosehead Insurance Agency LLC is seeking a Network Operations Center (NOC) Analyst to monitor the health and availability of our technology environment and to detect production issues early. You will validate alerts, triage with telemetry, and engage Incident Management and other technology teams to resolve issues quickly.

The role emphasizes attention to detail, curiosity, solid judgment, and clear communication during fast-moving production events.

Qualifications

• 2+ years of experience in a NOC, IT Operations, Production Support, or related role.
• Working knowledge of monitoring concepts for applications, infrastructure, networks, and cloud.
• Experience using monitoring, logging, observability, or IT operations tools.
• Ability to review logs, alerts, dashboards, and system information for initial triage.
• Strong troubleshooting, detail-orientation, and following documented procedures.

Responsibilities

• Monitor production applications, infrastructure, and critical services for availability and performance.
• Validate alerts and perform initial triage using logs, metrics, and runbooks.
• Engage Incident Management and relevant teams for escalation as needed.
• Create and maintain records of alerts, events, and actions taken.
• Follow runbooks and escalate when situations fall outside documented procedures.
• Support during active incidents with telemetry and operational information.

Skills

NOC basics

Troubleshooting

Communication

Independent work

Incident Coordination

Education

Information Technology / Computer Science degree

Tools

New Relic

Datadog

Splunk

Azure Monitor

Application Insights

Job description

Position Overview

As a Network Operations Center (NOC) Analyst, you will help monitor the health and availability of Goosehead’s technology environment and serve as an early point of detection for production issues. You will monitor applications, infrastructure, integrations, and other critical technology services using centralized observability and monitoring tools. When potential issues are identified, you will validate alerts, perform initial triage, assess available telemetry, and engage Incident Management, system owners, or other technology teams based on established procedures. The NOC operates on a simple principle: NOC finds it. Incident Management runs it. Engineering fixes it. Your role is to identify potential issues quickly, gather useful information, and ensure the appropriate responders are engaged. This role requires strong attention to detail, technical curiosity, sound judgment, and the ability to remain organized during fast-moving production events.

Key Responsibilities

• Monitor the availability, health, and performance of production applications, infrastructure, integrations, and critical technology services.
• Monitor dashboards, alerts, logs, system telemetry, scheduled jobs, and other operational signals to identify potential production issues.
• Validate alerts and distinguish actionable production issues from false positives or expected system behavior.
• Perform initial technical triage using available logs, metrics, traces, dashboards, runbooks, recent change information, and other diagnostic tools.
• Assess the initial scope and potential impact of identified issues and elevate according to established severity and escalation procedures.
• Engage Incident Management for significant production issues and provide the information gathered during initial detection and triage.
• Engage appropriate system owners, Infrastructure, DevOps, Cybersecurity, or other technology teams based on established runbooks and escalation paths.
• Create and maintain accurate records of alerts, events, escalations, and actions taken.
• Follow established runbooks and operating procedures, exercising documented remediation steps.
• When situations fall outside documented processes, escal the issue.
• Support Incident Management during active incidents by monitoring system health, gathering telemetry, and providing operational information as requested.
• Monitor systems following releases, remediation activities, or service restoration to help validate production health.
• Identify recurring alerts, monitoring gaps, and noisy or ineffective alerts and recommend improvements to Observability and technology teams.
• Maintain awareness of planned releases, maintenance activities, and known production issues that may affect monitoring and escalation.
• Participate in shift handoffs to ensure open issues, risks, and significant technology events are communicated between analysts.
• Notify owners of NOC runbooks, escalation procedures, dashboards, and operational documentation when any of these artifacts become outdated.
• Support continuous improvement of monitoring, alerting, detection, and operational readiness practices.

Qualifications

• 2+ years of experience in a NOC, IT Operations, Production Support, Service Desk, Infrastructure Operations, Application Support, or related technology role.
• Working knowledge of application, infrastructure, network, and cloud monitoring concepts.
• Experience using monitoring, logging, observability, or IT operations tools.
• Ability to review logs, alerts, dashboards, and system information to perform initial technical triage.
• Basic understanding of applications, APIs, integrations, networks, databases, cloud infrastructure, and distributed systems.
• Strong troubleshooting and analytical skills.
• Strong attention to detail and ability to follow documented procedures.
• Ability to remain organized and communicate clearly during production issues.
• Strong written and verbal communication skills.
• Ability to work effectively with Incident Management, Engineering, Infrastructure, DevOps, Cybersecurity, and other technology teams.
• Ability to work independently during assigned shifts and elevate appropriately when assistance is required.
• Associate or bachelor’s degree in Information Technology, Computer Science, or related field preferred; equivalent technical experience considered.

Preferred Qualifications

• Experience with observability platforms such as New Relic, Amplitude, LogRocket, Datadog, Splunk, Azure Monitor, Application Insights, or comparable technologies.
• Experience with incident management or ITSM platforms such as ServiceNow, Jira, Better Stack, PagerDuty, or comparable tools.
• Experience supporting Microsoft Azure or other cloud environments.
• Familiarity with ITIL Incident Management practices.
• Familiarity with APIs, application logs, SQL, networking, and basic scripting.
• Experience working in a 24x7 production operations environment.

Company Overview

Since 2003, Goosehead has been changing the face of the insurance industry and making the search for great coverage a piece of cake. We’re committed to finding the best policies and rates, and that starts with our team. Our people are smart, inclusive, hungry for success, and strive everyday to win. There is noble purpose in all our efforts. The work we do matters. Not only are we fixing a broken industry, we get to win professionally and financially while doing it. If you think you have what it takes to grow with our company, we would love to meet you.