L2 NOC Analyst

The L2 Senior NOC Analyst provides higher -judgment triage, validates ambiguous or high -severity alerts, supports L1 analysts, coordinates escalations across site/vendor and internal tracks, reviews ticket quality, assists with runbook maturity, and helps identify recurring issues and alert - quality improvement opportunities., * Handle escalated alerts from L1 analysts, especially ambiguous power, thermal, circuit, vendor, or site -criticality

• events.
• Apply severity and escalation logic to determine whether a site/vendor track, internal track, or dual -track
• response is required.
• Coach L1 analysts on runbook use, ticket documentation, stakeholder communication, and handoff quality.
• Review ticket quality for completeness, chronology, impact clarity, owner identification, and next -step
• documentation.
• Coordinate with DCOPs/facilities, telecom/network, landlords, colocation providers, smart hands, carriers, utilities, and incident managers as required by the escalation matrix.
• Assist Shift Lead with watchlist management, aging escalations, recurring incident analysis, alert tuning
• backlog, and operational reporting inputs.
• Contribute to runbook updates, site profile corrections, knowledge -base improvements, and launch/hypercare lessons learned.
• Support bridge initiation and stabilization tracking for higher severity events

• 3-5+ years in NOC operations, data center operations, telecom/circuit operations, infrastructure operations,
• facilities command center, or comparable technical operations role.
• Demonstrated incident triage, escalation management, shift handoff, and ticket quality experience.
• Working knowledge of power/cooling/facilities monitoring concepts and/or circuit/carrier escalation workflows.
• Ability to operate under pressure while maintaining clear communication, ownership discipline, and
• documentation quality.
• Comfort mentoring junior analysts and identifying process or knowledge gaps.
• ITIL Foundation or practical ITIL -aligned incident/problem/knowledge management experience preferred, * Ability to work nights, weekends, holidays, and rotating shifts.
• ITIL Foundation or practical ITIL -aligned incident/problem/knowledge management experience preferred
• 3-5+ years in NOC operations, data center operations, telecom/circuit operations, infrastructure operations, facilities command center, or comparable technical operations role.
• Demonstrated incident triage, escalation management, shift handoff, and ticket quality experience.
• Working knowledge of power/cooling/facilities monitoring concepts and/or circuit/carrier escalation workflows.

$38 an hour - Full-time, Contract