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Finastra

NOC Tier 1 Analyst

Reporting to the NOC Manager, the NOC Tier 1 Analyst will be responsible for monitoring, escalation and resolution of IT Infrastructure & applications, while working in Service Now ITSM support flow. The candidate should be experienced in working in an enterprise application and provide technical insight in supporting the incident management process while aligning to industry best practices.

Responsibilities & Deliverables:

  • Work in a 24*7*365 shift operation environment and ensure smooth and top-quality delivery of processes set forth are adhered
  • Review monitoring alerts received from infrastructure devices, create incidents, assign/engage support teams as needed
  • Collaborates with and support the Live Operations, Infrastructure Engineering and Application Support teams for early resolution of incidents
  • Coordinate with both Onshore and Offshore team for troubleshooting and incident resolution
  • Multi-task and solve multiple trouble issues simultaneously, meet the MTTE, MTTR & SLA while providing hands-on troubleshooting or escalation of events
  • Ensure timely and accurate notifications of all high severity incidents
  • Learn and enhance technical skills to resolve incidents and support First time resolve initiative in NOC to reduce MTTR
  • Escalates performance issues, unresolvable incidents and service interruptions to technical support. Create and update incident records in the tracking system
  • Ensure all customer affecting network events are managed to resolution in a timely manner, meeting all SLAs
  • Perform documented procedures for standardized support activities

Required Experience:

  • Technical Degree or Diploma and/or certification in IT Field
  • 1-2 years of hands-on experience working in IT Industry
  • Strong Verbal, Written and interpersonal communication skills
  • ITIL v3 certification would be an asset, not a requirement
  • Previous work experience with system alert monitoring would be an asset, not a requirement.
  • Previous work experience with the Service Now application would be an asset, not a requirement.

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The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions. If you need assistance or an accommodation due to disability please contact your recruitment partner.

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