NOC Analyst

Summary/Objective

We are searching for a NOC Support Analyst with strong technical skills, sharp investigative skills and a desire to expand those skills in a team environment. The NOC Analyst role is to support and implement documented NOC policies and procedures that support core product functionality, follow basic triage steps, and monitor Paymentus’ production systems and assure their high availability. This individual will be required to react to a myriad of alarms and notifications, take specific actions based on priority, and work closely with other departments throughout the company to inform them of potential customer-impacting issues. The successful candidate will proactively look for ways to improve processes, look for inefficiencies, and document new processes as they evolve. This position requires Operation Center experience, with the ability to work periodic shifts as necessary.

Essential Functions/ Responsibilities

• Work in a 24/7/365 team environment with the flexibility to periodically cover non-business hour shifts.
• Understand basic network and routing principles, with troubleshooting common issues that arise.
• Monitor multiple systems and tools simultaneously in support of a number of environments throughout the organization.
• Troubleshoot and investigate various issues in the production infrastructure and application stack
• Administration and troubleshooting capabilities within Windows 10 and Linux-based workstations and servers
• Work closely with customer-facing departments to ensure they are clearly informed of customer-impacting issues
• Create and manage all issues through an incident management system with clear and concise updates throughout each event.
• Document processes and procedures as required.
• Investigate and research improvements on existing workflows to improve efficiency.
• Train team members and other associates as required.

Supervisory Responsibility

This position has no supervisory responsibilities or direct reports.

Education and Experience

• Bachelor’s Degree from an accredited University, or equivalent experience
• Industry certifications, ITIL a plus
• 1-2 years supporting Operation Center environments
• 1-2 years supporting helpdesk experience
• 2-3 years of experience with Windows and Linux administration
• 2-3 years of experience working with ticketing management systems
• 2-4 years of experience directly supporting a large/diverse customer base
• Experience with Microsoft Office Products, especially Excel and Visio
• Experience with configuration of monitoring tools
• Working technical knowledge of current protocols, operating systems, and standards, including wired, VPN and Wi-Fi Networking

Salary Range: $60k-$70k

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Walking throughout office, bending, reaching, lifting (up to 50lbs). Prolonged periods sitting at a desk and working on a computer. Specific vision abilities required by this job include close vision and ability to adjust focus.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, during normal business hours. Occasional evening and weekend work may be required as job duties demand.

Travel

Little to no travel is expected for this position.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EEO Statement

Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to actual or perceived race, creed, color, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, national origin, ancestry, citizenship status, religion, marital status, physical or mental disability, military service or veteran status, genetic information, protected medical condition as defined by applicable state or local law, genetic information, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, access to facilities and programs and general treatment during employment.

Reasonable Accommodation

Paymentus recognizes and supports its obligation to endeavor to accommodate job applicants and employees with known physical or mental disabilities who are able to perform the essential functions of the position, with or without reasonable accommodation. Paymentus will endeavor to provide reasonable accommodations to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others.

An applicant or employee who believes he or she needs a reasonable accommodation of a disability should discuss the need for possible accommodation with the Human Resources Department, or his or her direct supervisor.