Network Operations Center Analyst

**About AppDirect

**Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture - one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

**About You

**The Network Operations Center (NOC) Analyst is an active participant in network incident management for managed WAN interfaces and managed security sites with circuits varying in size from T1’s to DS3, which employ technologies such as AVPN, ADI, MPLS, Multilink T1s, Ethernet, Cellular and Broadband. The role relies heavily on knowledge and understanding of monitoring and ticketing platforms to effectively troubleshoot and resolve issues.

The NOC Analyst interacts regularly with and is an advocate for all customers with whom he/she is working and who have subscribed to AppDirect’s Managed Network Services. This position requires a strong customer focus and an ability to deal with different customer requirements and priorities.

The successful candidate for this position will effectively utilize prior education and demonstrated work experience to make an immediate, independent contribution to the Network Operations Center team.

The NOC is an integral part of AppDirect’s 24x7x365 operational environment. This position may require occasional shift rotation to cover holidays, weekends, and other normal scheduling requirements as needed to support the business. Flexibility to work any shift as needed is required.

What you’ll do and how you’ll have an impact

• Own, triage, and resolve customer network (WAN/LAN) related trouble tickets to successful completion
• Detection, tracking, and restoration of customer’s network connectivity via their data circuits and/or equipment
• Remotely troubleshoot and configure WAN equipment, including routers, firewalls, switches, and load balancers from various vendors
• Engage, escalate, and work with carriers and other 3rd parties when needed as part of service restoral
• Participate in incident command bridges, hypercare, and major incidents when required
• Understand and use network monitoring tools such as Zenoss or Logic Monitor to assist in troubleshooting or analyzing network issues and performance
• Converse with technical and non-technical contacts depending on the situation.
• Perform effective ticket management including but not limited to queue management, timely ticket documentation, proper hand-off to other analysts, teams, 3rd parties, etc., communications to customers, ticket resolution