NOC Analyst

Plume’s Technical Operations team is looking for talented and ambitious NOC Analysts to be part of a global 24x7x365 NOC/SOC operation that is focused on monitoring and supporting Plume’s customers as well as internal systems, services, and applications to provide timely resolutions to technical issues. You'll collaborate closely with highly skilled engineers from our team, striving to deliver flawless support and powerful solutions to our global customers. We are looking for passionate people who possess technical expertise, excellent troubleshooting experience, outstanding customer service and communication skills.

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What You'll Do:

• 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.
• Shifts may include standard business hours and off-hours oncall.
• 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.

Candidates Also Search: Remote Software/ IT jobs

What You’ll Bring:

• Hands on technical experience in at least one of: Linux | Cloud | Networking | WiFi
• Experience using tools such as Jira, Confluence, Slack, Grafana, Kibana.
• 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
• A strong desire to continuously learn and grow.
• Willingness to collaborate with and help your teammates.
• Strong communication and collaboration skills
• BS degree in a STEM field or relevant professional experience