NOC Analyst II
Core
Incident, Change, and Problem Management for client service delivery.
Role type
Mid-level IT Operations Analyst (NOC)
Builds
Incident resolution workflows, change management processes, and service transition documentation.
Domain
IT Operations / ITIL / Client Service Management
Required skills
Incident management, Change management, Problem management, Root cause analysis, Ticketing systems, SLA/OLA tracking, Technical escalation, Trend analysis, Process compliance
Preferred skills
ITIL Foundations certification, Computer Science degree
Technologies
Corporate ticketing systems, Incident Tracking Systems, Meet Me Lines (MML)
Responsibilities
Document incident status and resolution in tracking systems; Escalate and coordinate with Level 3 support for critical incidents; Perform root cause analysis and write incident reports; Manage change activities and ensure supplier process alignment; Maintain product catalogue for service transition; Provide feedback for continual service improvement.
Seniority
Mid-level, hands-on IC