The NOC Analyst I will be responsible for the operation and support of the Firm's IT Infrastructure during the shift through continuous monitoring and handling of system-related incidents, and performing ad-hoc and routine tasks. This position operates in a shift pattern mode as the NOC Team is onsite in Global Services Manila (GSM) 24 hours x 365 days a year. Aside from this, the role holder is expected to be on-call in case of IT infrastructure critical incidents and emergencies requiring their services.


  • Provide 24/7 monitoring, troubleshooting, and resolution support for IT Infrastructure related issues - Server, Network, Messaging, Database, Desktop/Citrix, Backup, and VoIP following established procedures. Uses existing procedures to solve routine or standard problems
  • Provide support on incidents coming from the Technology Help Desk, on-site staff, system owners, and other technical teams following established procedures
  • Performs routine and/or repetitive tasks within defined instructions and/or existing procedures such as Server OS Upgrades, Server Resource Expansion, Server Build, Server Decommission,
  • Scheduled Shutdown/Power Up, DNS, Server Reboots and Migrations, etc 
  • Consult, escalate, and/or receives instruction, guidance, and direction from more senior-level roles
  • Assists in monthly MS Patching deployment and remediation for all Servers
  • Perform day-to-day tasks and assignments per operational processes in compliance with required targets and metrics.
  • Comply and adhere to operational processes and security   policies
  • Applies basic skills while developing specialized skills in procedures, operations, techniques, tools, materials, and/or equipment relevant to the role on an ongoing basis through available training such as instructor-led, CBT, etc.

Skills and Experience:

  • Bachelor’s degree in Information Technology or Computer Science 
  • General knowledge of IT and its function to monitor and troubleshoot problems, provide system support
  • Experience in a NOC or IT operations environment
  • Working knowledge in ticketing systems such as ServiceNow
  • Working experience with systems monitoring/alerting software such as System Center Operations Manager (SCOM) and SolarWinds
  • Working experience in one or more of the following areas: Windows Servers, Databases, Backup, and Networking
  • Availability to work varying shifts: Day time, afternoon, and night rotational shifts
  • Ability to work well with a team in a fast-paced, constantly changing environment and follow instructions from management and senior colleagues.
  • Good analytical skills in identifying and resolving problems, assessing risks, and evaluating technical solution alternatives
  • Good decision-making skills in making a logical and proper judgment as to when to escalate the incident to 3rd-level support
  • Discipline and sense of urgency, responsibility, and accountability
  • Good presentation and communication skills
  • Follows established procedures and processes to meet agreed SLAs