NOC Analyst

The L1 NOC Analyst monitors gray -space critical facilities alerts, validates alarm details using runbooks and severity logic, creates and updates tickets, contacts defined escalation paths, communicates clearly during handoffs, and maintains accurate operational records. This is a monitoring, triage, coordination, and escalation role; it is not a hands -on facilities repair or deep engineering role.

Duration: 18-month contract with potential extension

Requirements:

• 1-3+ years in a NOC, service desk, operations center, data center, facilities operations, telecom support,
• monitoring, or comparable technical support role.
• Strong written documentation and professional phone communication skill
• Basic understanding of incident management, ticketing, escalation, severity, and handoff practices.
• Basic familiarity with infrastructure concepts such as power, cooling, alarms, circuits, network connectivity, sites,
• vendors, and business impact.
• Ability to work nights, weekends, holidays, and rotating shifts.
• Ability to follow runbooks precisely and ask for help when severity, ownership, or impact is unclear

Responsibilities:

• Monitor dashboards, portals, notifications, emails, calls, and alert queues for power, thermal, building -system, circuit, and vendor -related events.
• Validate alert details against documented runbooks, site profiles, severity definitions, and escalation criteria.
• Create, update, and maintain tickets or work orders with clear timelines, impact statements, actions taken,
• contacts made, and next steps.
• Escalate to the appropriate site/vendor/internal contact path using documented escalation matrices.
• Participate in shift handoffs by communicating open incidents, watchlist sites, aging vendor tickets, repeat
• alerts, and follow -up obligations.
• Support incident bridges by capturing notes, participants, owner assignments, action items, and status updates.
• Follow SOP/EOP -aligned runbooks for common scenarios such as UPS alarms, generator alarms, thermal
• excursions, circuit failures, vendor handoffs, and panic bridge initiation.
• Identify noisy, unclear, or recurring alerts and route them to the Shift Lead or L2 analyst for review and
• potential alert tuning backlog.