[Hiring] NOC Analyst @DMI

Role Description

DMI, LLC is seeking a NOC Analyst to join us. The NOC Analyst provides 24x7 monitoring support for the city-wide optical network environment. The role is responsible for:

• Monitoring and responding to network faults/outages.
• Identifying faults/incidents and creating tickets for each event.
• Notifying all customers and key leadership personnel.
• Adhering to all Standard Operating Procedures and Methods of Procedures in accordance with service level agreements (SLAs) in an ITIL-based format.

Duties and Responsibilities:

• Proactively monitor core network systems, regional fiber optics, and active/passive hardware via centralized management tools for live alarms.
• Identify and react to all network alarms via monitoring tools/systems, customer ticket generation, and phone/email/text/direct message matters.
• Ticket creation/update/closure within the ITSM platform(s).
• Execute triage procedures per SOP/MOP, following event severity, impact, and escalation requirements.
• Act as the primary source of information and notification for all outages/events, providing clear status updates to internal departments, customers/end users, partners, and vendors.
• Track hardware replacements, fiber cut(s)/degradations, and mobilized repair teams and field operations.
• Support continual service improvement along with procedure improvements.
• Generate necessary information, reports, and status updates as needed and for handover to incoming team members.

Qualifications

• In depth or hands-on knowledge of optical test equipment (OTDR, ONT, Redlight, OLTS, etc).
• Exceptional written and verbal communication skills.
• Attention to detail.
• Able to work with a multi-tasking aptitude under high-pressure scenarios while maintaining customer-facing professionalism.
• In-depth understanding of Layer 1/2/3 protocols including DWDM, Sonet/SDH, VLAN, Spanning Tree, MPLS, OSPF, and BGP.
• Experience with network monitoring systems and ticketing/ITSM platforms.
• Ability to read and understand GIS Maps, engineering drawings, and route schematics.

Requirements

• Must be able to work rotating shifts, weekends, holidays, and overnight schedules.
• Must have prior experience in a 24 x 7 operations/engineering environment.

Benefits

• Convenience/Concierge: Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development: Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial: Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition: Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness: Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.