NOC Analyst

at  Paymentus Canada Corporation

SUMMARY/OBJECTIVE

We are searching for a NOC Support Analyst with strong technical skills, sharp investigative skills and a desire to expand those skills in a team environment. The NOC Analyst role is to support and implement documented NOC policies and procedures that support core product functionality, follow basic triage steps, and monitor Paymentus’ production systems and assure their high availability. This individual will be required to react to a myriad of alarms and notifications, take specific actions based on priority, and work closely with other departments throughout the company to inform them of potential customer-impacting issues. The successful candidate will proactively look for ways to improve processes, look for inefficiencies, and document new processes as they evolve. This position requires Operation Center experience, with the ability to work periodic shifts as necessary.

EDUCATION AND EXPERIENCE

• Bachelor’s Degree from an accredited University, or equivalent experience
• Industry certifications, ITIL a plus
• 1-2 years supporting Operation Center environments
• 1-2 years supporting helpdesk experience
• 2-3 years of experience with Windows and Linux administration
• 2-3 years of experience working with ticketing management systems
• 2-4 years of experience directly supporting a large/diverse customer base
• Experience with Microsoft Office Products, especially Excel and Visio
• Experience with configuration of monitoring tools
• Working technical knowledge of current protocols, operating systems, and standards, including wired, VPN and Wi-Fi Networking

ESSENTIAL FUNCTIONS/ RESPONSIBILITIES

• Work in a 24/7/365 team environment with the flexibility to periodically cover non-business hour shifts.
• Understand basic network and routing principles, with troubleshooting common issues that arise.
• Monitor multiple systems and tools simultaneously in support of a number of environments throughout the organization.
• Troubleshoot and investigate various issues in the production infrastructure and application stack
• Administration and troubleshooting capabilities within Windows 10 and Linux-based workstations and servers
• Work closely with customer-facing departments to ensure they are clearly informed of customer-impacting issues
• Create and manage all issues through an incident management system with clear and concise updates throughout each event.
• Document processes and procedures as required.
• Investigate and research improvements on existing workflows to improve efficiency.
• Train team members and other associates as required.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.