NOC Analyst

About This Role

This NOC Analyst role is part of a global 24/7 operations team, monitoring and supporting Plume's customers, internal systems, services, and applications. The analyst will focus on timely resolution of technical issues, collaborating with engineers to provide flawless support and powerful solutions to global customers.

Responsibilities

• Triage, route, and respond to cases opened by Plume customers and employees
• Monitor the Plume platform to ensure adherence to SLAs
• Execute MOPs, runbooks, or playbooks to remediate issues
• Use available tools to investigate and troubleshoot technical issues
• Work closely with operations and engineering teams; escalating issues as required
• Provide the best experience possible for Plume customers
• Manage workload to ensure that all customer issues are resolved in a timely manner
• Write new and improve existing documentation
• Provide feedback to improve product quality/functionality
• Contribute to the development and refinement of NOC processes and procedures to enhance efficiency and effectiveness
• Work with NOC staff in other global regions to perform detailed handoff of critical issues

Requirements

• Hands on technical experience in at least one of: Linux, Cloud, Networking, WiFi
• Strong critical thinking and problem solving abilities paired with a methodical approach to troubleshooting
• Ability to analyze system diagnostics and clearly articulate the issue for the customer
• Strong communication and collaboration skills

Qualifications

• BS degree in a STEM field or relevant professional experience

Skills

* Required skills

Benefits