NOC Analyst: Real-Time Production Monitoring & Triage

Goosehead Insurance

Texas

Presencial

USD 60.000 - 90.000

Jornada completa

Hace 8 días

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Descripción de la vacante

Goosehead Insurance seeks a skilled Network Operations Center (NOC) Analyst to monitor the health and availability of its technology environment and act as an early detection point for production issues. You will oversee applications, infrastructure, and integrations using observability tools, validate alerts, and perform initial triage to engage Incident Management and other tech teams.

The role requires strong attention to detail, technical curiosity, sound judgment, and the ability to stay

Formación

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 escalat[e] appropriately when assistance is required.
Associate or bachelor's degree in Information Technology, Computer Science, or related field preferred; equivalent technical experience considered.

Responsabilidades

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 escalat[e] 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, escalat[e] 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.