Analyst Network Operations Centre

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

NOC analyst will play a key role in managing a 24/7 Network Operations Centre. This position requires expertise in application & Infrastructure monitoring tools such as AppDynamics, Thousand Eyes, Nagios, Datadog, OpManager and AWS cloud watch monitoring tools.

Responsibilities:

• 24/7 Operations Management: Ensure continuous, round-the-clock coverage of the NOC.

• Monitor and maintain the performance and availability of applications using monitoring tools on a 24/7 basis.

• Host and lead the Major Incident Management (MIM) calls.

• Maintain comprehensive documentation of incidents, response actions, and outcomes for the RCA.

• Lead the response to critical incidents, utilizing monitoring tools for rapid identification and resolution

• Experience in any ticketing tools; ServiceNow ITSM, BMC Remedy.

• Practical experience to Build, maintain, and improve CI/CD pipelines using tools like Jenkins.

• Perform smoke tests for critical application during weekends and U.S business hours.

• Support certificate renewal process for the internal and external clients.

• Work closely with infrastructure and application teams.

• Perform routine system health checks and maintenance tasks, including during off-hours and weekends.

• Provide timely updates and status reports to management and stakeholders.

• Proactively identify and troubleshoot issues related to application performance, network connectivity, and server infrastructure

Qualifications:

• Bachelor's degree in computer science, information technology, or a related field.

• 3+ years of experience in a 24/7 NOC or IT operations role.

• Excellent communication and interpersonal skills.

• Strong understanding of ITIL principles (Incident, Problem, Change Management).

• Experience using AppDynamics and Thousand Eyes or similar tools for application performance monitoring, log analysis, and network and firewall monitoring.

• Knowledge of network protocols and server infrastructure.

• Monitor, manage & install infrastructure, and application certificates.              

• Strong analytical and problem-solving skills, Onboard new capabilities and integrate into existing SOP.

• Excellent written and verbal communication skills, including the ability to communicate effectively during off-hours and weekends.

• Ability to work independently and as part of a team, including during off-hours and weekends.

This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job.  The employer has the right to revise this job description at any time.   You will be evaluated in part based on your performance of the responsibilities and/or tasks listed in this job description.   You may be required perform other duties that are not included on this job description. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason, as per terms and conditions of your employment contract.

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics, are encouraged to apply.  All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.