Network Operations Technician

Overview

Key Responsibilities

• Monitor production systems using Datadog, AppDynamics, and PagerDuty to detect anomalies, alerts, and incidents.
• Respond to incidents within SLA, perform initial triage, execute runbooks, and engage on-call engineers.
• Log and manage incidents in ITSM platforms with accurate categorization, priority, and documentation.
• Support remote access, CLI-based VM management, AWS console operations, Docker, and Kubernetes environments.
• Coordinate with engineering, SRE, and service delivery teams during major incidents and change windows.
• Maintain shift handoffs, participate in daily standups, and document known errors, workarounds, and lessons learned.

Required Qualifications

• 1–3+ years of experience in NOC, IT operations, technical support, or similar monitoring roles.
• Experience with monitoring and observability tools such as Datadog, AppDynamics, ELK, New Relic, or similar.
• Familiarity with incident management and ITSM platforms such as Jira Service Management, ServiceNow, or PagerDuty.
• Moderate understanding of cloud infrastructure, APIs, and web services, with AWS SysOps Associate certification or equivalent cited as an example.
• Strong troubleshooting and communication skills, including the ability to follow technical runbooks under pressure.
• Willingness to work rotating nights, weekends, and holidays in a 24/7 follow-the-sun model.

Preferred Qualifications

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

Schedule

• Full-time position with rotating shift coverage for 24/7 operations.
• Follow-the-sun coordination with U.S. and global teams.

Success Metrics and Eligibility