NOC Analyst

Responsibilities

• Handling incident management, communication (written and verbal), and troubleshooting with limited direct supervision

• Provide technical and non-technical communication to internal users and 3rd parties of issues, remediation, and resolution status

• Answer 24x7x365 hotline to intake and triage all issues reported by internal users
• The Network Operations Center (NOC) is manned 24/7
• Be part of a team that works 24/7 shifts covering 1st level issues for infrastructure operations and applications
• Monitor events and alerts, triage/analyze and resolve or escalate as appropriate

• Utilize network/system/application monitoring tools to monitor a wide variety of systems that include physical/virtual/cloud servers, public facing web/mobile apps, databases, networking, and storage
• Follow ITIL model for any changes required for major incidents
• Work with 2nd and 3rd level teams to ensure documentation is accurate
• Using all monitoring tools to monitor the availability and performance of critical applications, systems, and networks
• Perform all daily system and network log reviews
• Perform all incident management and reporting activities

• Utilize ServiceNow to track and document incidents troubleshooting and communication

• Fast paced, high volume position requiring excellent verbal and written skills

Qualifications
• Experience working in a process-oriented workflow environment
• Solid understanding of network (WAN, LAN, VPN)
• Solid understanding of TCP and IP Addressing
• Working knowledge of enterprise software tools such as Lotus Notes, MS Office and Internet explorer
• Proven customer experience and practiced communication skills, both orally and written
• Experience with Event management and network monitoring tools
• Must be a team player with a demonstrated dependability
• Network troubleshooting skills (ping, tracert, nslookup)
• Experience working in a Network Operation Centre
• Experience working with Service Providers and Carriers
• Experience interacting and working with second-level and third-level technicians/engineers and external vendors a plus

The duties listed above are the essential functions, or fundamental duties within the job classification. The essential functions of individual positions within the classification may differ. Texas Capital Bank may assign reasonably related additional duties to individual employees consistent with standard departmental policy.Texas Capital is an Equal Opportunity Employer.