Sr Analyst, NOC at AHEAD

Gurugram, Haryana, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, IT ServicesIndustries

Requirements

At least 5+ years of operational experience in multiple technologies, including Networking technologies (Firewalls, Routers, switches, wireless; Cisco and/or Palo Alto preferred), servers, storage, virtualization, and cloud
Proficient use of all Microsoft Office applications
Experience working with an ITIL based ticketing system tool (ServiceNow helpful)
Experience with at least one IT observability/monitoring tool or technology (Elastic, LogicMonitor, Solar Winds, etc.; Elastic observability strongly preferred)
One of the following certifications preferred: Elastic Observability (ECOE), Logic Monitor Certified Associate (LMCA), Microsoft Certified Solutions Expert (MCSE), Microsoft Certified Professional (MCP), Red Hat Certified System Administrator (RHCSA), Linux Certified Administrator (LCA), Cisco Certified Associate (CCNA)

Responsibilities

Monitor customer network and IT infrastructure
Incident management via ITIL based ITSM (ServiceNow)
Answer phone calls from select client contacts to open new or check status of existing incidents
Perform troubleshooting of network related alerts/incidents and escalate to appropriate teams as needed
Perform troubleshooting of infrastructure platform issues (Server – Windows/Unix/Linux, Backup/Replication, Cloud, Exchange/O365 server issues)
Perform troubleshooting with carriers and 3rd party vendors regarding network hardware and circuit issues
Utilize system and event management tools and procedures to respond and resolve internal and external customer issues
Perform analysis of event management system alerts to ensure devices are tuned properly
Follow Standard Operating Procedures (SOP), Work Instructions, and operations Run Books to perform network tasks (e.g., IOS upgrade, switchport shut/no-shut)
Ensure all ServiceNow incident tickets, change records, and service requests are fully documented, planned, resolved, and/or executed on time per customer expectations and SLA
Communicate frequently with Client team(s), engineers/architects, Team Leads, and hardware/software vendors during incident resolution
Create and maintain system and process documentation in appropriate knowledgebase
Communicate status of incident ticket/service request directly with customer or broadcast per SLA
Assist with cross training of other NOC team members as needed

Skills

ServiceNow

ITIL

Windows

Unix

Linux

Cloud

Exchange

O365

Network Troubleshooting

Incident Management

Backup

Replication

AHEAD

Digital transformation and cloud consulting services

About AHEAD

AHEAD specializes in digital transformation services, focusing on helping medium to large enterprises modernize their IT infrastructure. The company offers a range of services including cloud migration, automation, and infrastructure optimization, primarily using Microsoft Azure. AHEAD's products work by providing tailored consulting and managed services that guide clients through the complexities of digital transformation. What sets AHEAD apart from its competitors is its deep expertise in cloud solutions and a strong client-centric approach, which has been validated by achieving Gold Cloud Platform Competency with Azure. The company's goal is to empower organizations to take control of their digital transformation journeys and achieve sustainable success.

Chicago, IllinoisHeadquarters

2007Year Founded

BUYOUTCompany Stage

Consulting, Enterprise SoftwareIndustries

1,001-5,000Employees