Title: NOC Analyst
Network Operations Center Analyst
Location: remote United States
Salary: $65,000 - $75,000 USD
We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorn companies and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution of payments.
The opportunity
The NOC Analyst is responsible for the detection, research, and isolation of monitoring alerts for all the components of our hosted platform. The NA will execute a blueprint aimed at maintaining service availability, resolving customer requests and problems, and minimizing impact of future issues. This is achieved by displaying a passion for the technology and ambition for learning while focusing on proactive and conscientious approaches to continuously improving the customer experience.
Your Day-to-day Responsibilities Include
- Shift will be 10:00 PM - 6:00 AM ET (7:00 PM - 3:00AM PT)
- Actively participate in shift coverage to maintain proper staffing levels.
- Ensure maximum possible service availability and performance of all platforms.
- Analyze problem areas and coordinate corrective actions before services are impacted.
- Manage site crises/events by following Incident Management procedures and leading the NOC response Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Monitor critical network and system components for failures and performance degradation.
- Communicate with customers and other third-party NOC personnel via phone and email.
- Track and own unresolved customer issues and engage appropriate groups when necessary
- Act as escalation point for Level 1 customer support for issues beyond simple password resets
- Manage site crises by following Incident procedures and acting as focal point for support teams
- Reinforce implementation and provide oversight of the Change Management process
- Analyze problem areas and coordinate corrective actions before services are impacted
- Perform trend analysis of events and incidents to establish potential for future issues
Competencies And Skills We Can't Do Without
We look for big thinkers. People who can drive positive change, step up and show what’s next – people with passion, can-do attitude, and a hunger to learn and grow. In practice this means:
- Working knowledge of Windows Server and other related core Microsoft technologies
- Experience in support of a SaaS platform or in a NOC environment
- Familiarity with use of APIs as well as hierarchical markup languages like JSON or XML
- Understanding of basic networking and relational databases such as MySQL or MS-SQL
- Ability to provide clear, concise technical documentation of issues in applicable data systems
- Aptitude to work with both operations engineers and software developers on cross-functional teams
- Demonstrate initiative and self-motivation as well as sound time management
- Technical troubleshooting and problem-solving skills with strong attention to detail
- In-depth knowledge of monitoring, automation, and log analytics such as SolarWinds, Grafana, PRTG, Elastic or similar tools
- Exposure to scripting tools and languages such as PowerShell
- Versed in supporting the use of APIs using tools such as Postman and markup languages like JSON or XML
- Experience with Google Cloud Platform (GCP), including proficiency in using GCP tools and services such as Compute Engine, Cloud Storage, and Cloud Monitoring.
Education And Experience Required
- Required: Bachelor’s degree in computer science, Information Technology, or a related field is preferred, or equivalent experience.
- 4 years or more in a NOC environment or similar Technical Support role.
- Exposure to cloud platforms like AWS, Azure, and Google Cloud Platform (GCP).
- Familiarity with network infrastructure, protocols, and devices.
- Can strategically manage multiple projects simultaneously and be comfortable with a dynamic, fast-paced work environment.
- Proficient in using network monitoring and trouble-ticketing tools.
- Excellent communication skills, both written and verbal.
- Ability to analyze and resolve complex technical issues.
Perks & Benefits
At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also receive:
- Vacation starting at 18 days per calendar year
- Professional development program offerings
- Flexible work schedule
- 401K with company matching
- Medical, dental, and vision insurance
- High Deductible Health Care Plan (HDHC) with a Health Savings Account (HSA) with a bi-annual company contribution to the HSA for employees
- Flexible spending accounts (FSA)
- Short-term and long-term disability insurance
- Family and Employee Assistance Program (EAP)
Who We Are
Shape the evolution
We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.
Learn more about life at Worldline at jobs.worldline.com
We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.
