NOC Analyst - L2

Role Overview

The NOC Analyst L2 provides advancedoperational support for network, cloud, security, and infrastructure services.This role is responsible for complex troubleshooting, root cause analysis,problem management, vendor coordination, and mentoring L1 analysts whileensuring high availability of enterprise environments.

Key Responsibilities

Perform advanced troubleshooting for network, cloud, and security-related incidents.
Lead incident resolution for Priority 1 and Priority 2 outages.
Conduct detailed Root Cause Analysis (RCA) and Problem Management activities.
Support Zscaler Internet Access (ZIA), Zscaler Private Access (ZPA), and secure remote access environments.
Troubleshoot routing, firewall, VPN, and application connectivity issues.
Manage cloud infrastructure incidents across Azure and AWS platforms.
Perform change implementations and maintenance activities.
Coordinate with OEMs and third-party vendors for issue resolution.
Review infrastructure capacity, availability, and performance trends.
Mentor L1 analysts and support knowledge management initiatives.
Participate in major incident management and operational reviews.
Create and maintain technical runbooks and SOPs.

Technical Skills

Networking

Advanced Routing & Switching
BGP, OSPF, MPLS
SD-WAN
Enterprise VPN Technologies
WLAN Fundamentals

Security & Zscaler

Zscaler Internet Access (ZIA)
Zscaler Private Access (ZPA)
Secure Web Gateway
SSL Inspection
Traffic Forwarding
Proxy Troubleshooting
Firewall Technologies
SASE Concepts
Zero Trust Architecture

Cloud Technologies

Microsoft Azure
AWS
Cloud Networking
Cloud Security Monitoring
IAM & Identity Services

Infrastructure

Windows Server Administration
Linux Administration
VMware Virtualization
Active Directory
DNS/DHCP Services

ITSM & Operations

Incident Management
Problem Management
Major Incident Management
Change Management
Capacity & Availability Management
ITIL Framework

Shift & Scheduling

24x7 rotational support
On-call participation for critical escalations
Planned maintenance and change window support
Lead role during major incidents

Preferred Certifications

ITIL 4 Foundation
CCNP Enterprise or Equivalent
Microsoft AZ-104 Azure Administrator
AWS SysOps Administrator Associate

Highly Preferred Zscaler Certifications

Zscaler Certified Administrator (ZCCA-IA)
Zscaler Certified Architect (ZCCA)
Zscaler Certified Cloud Administrator
Zscaler Digital Transformation Administrator

Additional Preferred Certifications

Palo Alto PCNSA/PCNSE
Fortinet NSE 4+
Cisco CyberOps Professional
Microsoft SC-200 Security Operations Analyst
AWS Security Specialty

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