Network Operations Center (NOC) Analyst - New Relic

NOC Analyst

Reports To: NOC Operations Lead & NOC Manager

1 / Position Summary: We are seeking dedicated and proactive NOC Analysts to monitor our applications 24/7, utilizing tools such as Centreon, Dynatrace, New Relic, and various APM tools. This role involves Windows and Linux server administration, focusing on identifying and escalating issues to the appropriate teams. Knowledge of Azure is a plus. The NOC Analyst will also handle ticket creation for incidents, ensure proper dispatch, and manage the ticket lifecycle in our ITSM tools like Jira, providing 24/7 hotline support.

2 / Responsibilities:

24/7 Application Monitoring:

• Monitor application health and performance using Centreon, Dynatrace, and various APM tools. Respond to alerts and notifications promptly.

Incident Management:

• Identify and escalate issues as they arise to the appropriate teams. Provide relevant information and support to assist in incident resolution.

Server Administration:

• Perform routine checks and maintenance on Windows and Linux servers. Proactively identify potential problems and take necessary preventive action.

Ticket Lifecycle Management:

• Create, track, and manage tickets for all incidents on ITSM tools like Jira. Ensure proper dispatch of tickets and follow through on the lifecycle of the ticket until resolution.

Hotline Management:

• Handle hotline calls, providing first-level support and escalating when necessary. Track and document all issues raised through the hotline.

Reporting:

• Regularly report to the NOC Operations Lead and NOC Manager about the status of monitored applications, the progression of incident resolutions, and potential improvements to reduce incidents.

3 / Requirements:

• Proven experience as a NOC Analyst or similar role in a 24/7 environment.
• Good knowledge of Windows and Linux server administration.
• Experience with application monitoring tools such as Centreon and Dynatrace. Knowledge of APM tools is a plus.
• Good knowledge in administering New Relic Monitoring tool (creating monitoring, threshold, and training).
• Familiarity with ITSM tools like Jira for ticketing and incident management.
• Ability to work in a team and escalate issues to the right parties.
• Excellent problem-solving skills and attention to detail.
• Good communication skills, both written and verbal, for handling hotline calls and liaising with other teams.
• Knowledge of Azure or similar cloud platforms is a plus.
• Willingness to work in shifts to ensure 24/7 coverage.

4 / Education:

• A degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Relevant certifications in server administration, cloud technologies, or IT service management will be highly appreciated.

By applying to this role, you understand that you will be required to work on a shift basis to provide 24/7 coverage. We offer a competitive compensation package, excellent working conditions, and opportunities for professional growth.