NOC Analyst (Full Time WFH) - Manila

Company Description:

Cayuse Philippine Delivery Center is a subsidiary company of Cayuse Commercial Services which centered around serving its people and its clients, while continuing to honor the tradition from which it came. Through tenure and experience, we offer:

• Managed Services and Staff Augmentation utilizing domestic and cost-effective geographical resources
• Collaboration with a minority-owned enterprise that actively contributes to the empowerment of Native American communities
• A leadership team that brings extensive experience and a proven track record of success
• High quality delivery to Fortune 1000 clients
• Customer-centric, personalized solutions supported by KPIs and SLAs
• Outstanding client satisfaction, with numerous long-standing contracts surpassing a decade
• A provider of world-class technology and expert business process services for over 16 years

Senior Accountant Job Description

Overview

The ideal candidate will have a strong understanding of network protocols, excellent problem-solving skills, and the ability to work effectively under pressure in a fast-paced environment

Key Responsibilities:

Monitoring and initial incident handling:

• Continuous network monitoring: They use network monitoring tools to track network performance, health, and security 24/7.
• Alert and event management: They respond to alerts and notifications generated by monitoring tools, filtering out false positives and prioritizing incidents based on severity and impact.
• Initial incident diagnosis and triage: They perform initial investigation to understand the nature, scope, and impact of network issues.
• Incident logging and categorization: They accurately record incident details, including affected services, time of occurrence, and categorization.

Troubleshooting and resolution:

• Tier 1 troubleshooting: They are responsible for addressing and resolving incidents that fall within the scope of Tier 1 support, which includes basic network troubleshooting, and resolving issues related to WAN/LAN connectivity, routers, firewalls, and security at a foundational level.
• Executing predefined diagnostic steps: They leverage tools and runbooks to expedite troubleshooting and identify the root cause of issues, following established procedures.
• Implementing automated resolutions: They utilize automated recovery mechanisms for common and well-understood problems.
• Escalation: When issues require expertise beyond their level, they escalate them to higher-tier support teams or internet service providers, while following defined protocols and communicating clearly with stakeholders.

Documentation and communication:

• Maintaining logs and reports: They document all incident-related information, including troubleshooting steps, resolutions, and communication logs, for tracking and analysis.
• Preparing documentation: They create or update runbooks, user guides, and other relevant documentation to streamline troubleshooting and ensure knowledge transfer within the team.
• Communicating with stakeholders: They keep affected parties informed about incident status and progress, managing expectations and following up as needed.

Additional responsibilities:

• Learning and improvement: They analyze incident reports and feedback to identify areas for improvement in processes and individual performance.
• Collaboration: They collaborate with other teams (security, help desk, etc.) as needed, particularly during complex incidents.
• Potential training and support: In some cases, they may train end-users in the proper use of equipment and assist with problem identification.

• 2-5 years of experience in a network operations or technical support role (preferred).
• Strong understanding of networking protocols (TCP/IP, DNS, DHCP, VPN, etc.).
• Experience with monitoring tools and software (e.g., SolarWinds, Nagios, Zabbix, etc.).
• Proficient in troubleshooting network issues and using diagnostic tools.
• Familiarity with firewalls, load balancers, and other network security devices.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced, high-pressure environment and prioritize tasks effectively.
• Knowledge of cloud-based networking (AWS, Azure, Goggle, etc.).
• Cisco or CompTIA Network+ certification is a plus.