NOC Analyst

We are seeking several NOC Analyst to provide 24/7 monitoring and incident response for mission-critical healthcare SaaS platforms supporting federal CMS programs. This role is the first line of defense for production systems, responsible for detecting issues, executing runbooks, and escalating when needed to ensure platform stability and customer satisfaction.

The ideal candidate has strong technical troubleshooting skills, experience with monitoring and observability tools, and the ability to work effectively in a follow-the-sun operations model with global teams.

Rate Range: $35/hour to $46/hour; The rate may be negotiable based on experience, education, geographic location, and other factors

Key Responsibilities

• Monitor production systems 24/7 using observability platforms (DataDog & PagerDuty) to detect anomalies, alerts, and incidents
• Respond to incidents within SLA, perform initial triage, execute runbooks, and engage on-call engineers when necessary
• Log and manage incidents in ITSM platforms (Jira Service Management, ServiceNow) with accurate categorization, priority, and documentation
• Execute documented runbooks for common issues (application restarts, health checks, certificate renewals)
• Familiarity with remote access methods such as SSH, CLI-based VM management and AWS console, along with support and management of containerized environments (Docker/Kubernetes)
• Perform health checks and proactive monitoring to identify degradation before customer impact
• Coordinate with engineering, SRE, and service delivery teams during major incidents and change windows
• Maintain shift handoff documentation and participate in daily operational standup meetings
• Escalate incidents appropriately based on severity, customer impact, and technical complexity
• Document known errors, workarounds, and lessons learned to improve operational knowledge base
  
  

Required Qualifications

• 1–3 years of experience in NOC, IT operations, technical support, or similar monitoring roles
• Experience with monitoring and observability tools (Datadog, Splunk, New Relic, or similar)
• Familiarity with incident management and ITSM platforms (Jira Service Management, ServiceNow, PagerDuty)
• Moderate understanding of cloud infrastructure (AWS, Azure, GCP), APIs, and web services, i.e. AWS SysOps Associate certification / equivalent.
• Strong troubleshooting skills and ability to follow technical runbooks under pressure
• Excellent written and verbal communication skills for incident updates and handoffs
• Willingness to work rotating shifts including nights, weekends, and holidays (24/7 follow-the-sun model)
  
  

Preferred Qualifications

• Experience in healthcare, government, or regulated environments (HIPAA, CMS compliance)
• ITIL v4 Foundation certification
• Familiarity with scripting (PowerShell, Python, Bash) for basic automation tasks
• Experience supporting SaaS or cloud-native applications
• Understanding of networking concepts (DNS, load balancers, firewalls, SSL/TLS)
  
  

Key Metrics for Success

• Incident response time (time to acknowledge and begin triage)
• Escalation accuracy (appropriate escalations with complete context)
• SLA compliance for incident acknowledgment and initial response
• Quality of incident documentation and handoff notes
• Reduction in repeat alerts through proactive action
• Equal Opportunity Employer/Veterans/Disabled
• Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, an EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs that are direct hires to a client.
• To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.akkodis.com/en/privacy-policy.
• The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance
  
  

Pay Details: $35.00 to $46.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.akkodis.com/en/us/candidate-privacy-policy

Requirements

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance
  
  

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.