NOC / Service Management Analyst

IT SERVICE MANAGEMENT ANALYST

The NOC / Service Management Analyst is responsible for monitoring enterprise network and system health, managing incidents, and ensuring timely communication and coordination during outages. This role serves as a critical link between monitoring operations and technical support teams, ensuring service continuity and operational excellence.

Responsibilities:

Proactively monitor network health, ensuring identification and analysis of potential issues before they impact operations. Monitor network and system health using enterprise monitoring tools. Escalate issues appropriately based on severity and impact. Maintain and update Knowledge Base (KB) articles with handling instructions for recurring alerts and incidents. Ensure all incident details are accurately documented in ServiceNow, the system of record. Apply NOC Event Management processes to triage, classify, and route events appropriately. Act as Incident Manager during technical bridge calls for major outages. Coordinate resources and send timely communications during major incidents. Perform start-of-day and end-of-day procedures required for critical applications and services. Oversee incident response, ensuring timely resolution and adherence to SLA commitments. Lead associated incident response efforts to include coordinating participation of cross functional teams to help ensure quickest resolution timeline Actively able to lead major incidents confidently by ensuring a timely response and resolution to all Major Incidents impacting the firm that will include post incident activities and other demands identified per scenario Support alert tuning efforts by identifying noisy or low-value alerts and recommending suppression or reconfiguration. Assist in the onboarding of new application monitoring by validating alert rules, thresholds, and runbook documentation. Generate and distribute shift handoff reports summarizing active incidents, ongoing monitoring items, and pending follow-ups. Participate in on-call rotation to provide 24x7 monitoring coverage and incident response support.

Qualifications Required:

High school diploma or equivalent required; Associate''s or Bachelor''s degree in Information Technology, Computer Science, or related field preferred. 0-2 years of experience in a NOC, help desk, IT operations, or technical support environment (entry-level candidates welcome). Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, routing/switching). Familiarity with ITIL fundamentals and incident management processes. Experience or exposure to monitoring tools such as Datadog, SolarWinds, Nagios, or similar platforms. Experience working with ticketing systems such as ServiceNow. Strong communication skills — able to document and convey incident details to both technical and non-technical stakeholders. Ability to work in a fast-paced environment, manage multiple priorities, and remain composed under pressure. Willingness to work rotating shifts, weekends, and holidays as required for 24x7 operations coverage.

Preferred:

1+ years of NOC, IT operations, or infrastructure monitoring experience in a financial services or enterprise environment. Experience with Datadog monitoring, dashboards, and alert configuration. Hands-on experience with ServiceNow incident, event, and knowledge management modules. ITIL v3 or v4 certification (or actively pursuing). Experience with runbook creation, KB article management, or standard operating procedure (SOP) documentation. Understanding of application monitoring, log analysis, and basic scripting (PowerShell, Python, or Bash). CompTIA Network+, CompTIA Security+, or equivalent certification