NOC Analyst

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Serve as the main point of contact for production alerts, identifying anomalies and conducting initial triage through logs and metrics.

• Oversee system health by utilizing Datadog, LogicMonitor, or comparable observability and monitoring tools.

• Examine logs, metrics, and traces to assess the scope and impact of incidents.

• Manage the entire incident lifecycle, which includes triage, prioritization, and coordination of escalations.

• Record and track incidents using ServiceNow and Jira Service Management.

• Collaborate with application and development teams, delivering initial technical analysis to facilitate quicker resolutions.

• Provide clear and concise incident updates, translating technical statuses into actionable insights.

• Ensure accurate incident documentation and deliver structured shift handovers to incoming analysts.

⛳️ Requirements

• A minimum of 2 years of experience in IT support and incident management, covering triage, prioritization, and escalation.

• Familiarity with monitoring and observability tools such as Datadog, LogicMonitor, or similar platforms.

• Competence in navigating dashboards and conducting log correlation.

• Strong understanding of DNS, load balancing, and HTTP/HTTPS protocols.

• Excellent English communication skills, both written and verbal.

• Ability to communicate clearly with technical teams and stakeholders during incident responses.

• Capacity to manage multiple priorities in fast-paced settings.

• Robust analytical and problem-solving abilities with a methodical approach to troubleshooting.

• A strong sense of ownership and accountability, able to remain composed and organized during critical incidents.

• A disciplined approach to adhering to operational processes and maintaining 24/7 shift coverage.

• Self-motivated with the ability to adapt and learn swiftly.

• Knowledge of security best practices, including access control, data protection, phishing prevention, and compliance with security policies.

• Experience with ServiceNow and/or Jira Service Management is desirable.

• Proficiency in using Slack or Microsoft Teams in a support environment is desirable.

• Background in Help Desk, NOC, SOC, or L1/L2 technical support roles is desirable.

• Familiarity with AWS and Azure is desirable.

• Knowledge of Kubernetes and Docker is desirable.

• Exposure to PostgreSQL, MySQL, and Amazon RDS is desirable.

• Familiarity with GitHub Actions, Bitbucket, and Amazon SQS is desirable.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Comprehensive health and wellness benefits.

• Flexible work arrangements to support work-life balance.

• A collaborative and inclusive work environment.