Lead NOC Analyst

Who are we?

At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.

Reporting to the Directof of Incident Management the Lead NOC Analyst will be responsible for monitoring, escalation and resolution of IT Infrastructure & applications, while working in Service Now ITSM support flow. The candidate should be experienced in working in an enterprise application and provide technical insight in supporting the incident management process while aligning to industry best practices.

Responsibilities & Deliverables:

• People leader and working NOC Analyst
• Work in a 247365 shift operation environment and ensure smooth and top-quality delivery of processes set forth are adhered
• Review monitoring alerts received from infrastructure devices, create incidents, assign/engage support teams as needed
• Collaborates with and support the Live Operations, Infrastructure Engineering and Application Support teams for early resolution of incidents
• Coordinate with both Onshore and Offshore team for troubleshooting and incident resolution
• Multi-task and solve multiple trouble issues simultaneously, meet the MTTE, MTTR & SLA while providing hands-on troubleshooting or escalation of events
• Ensure timely and accurate notifications of all high severity incidents
• Learn and enhance technical skills to resolve incidents and support First time resolve initiative in NOC to reduce MTTR
• Escalates performance issues, unresolvable incidents and service interruptions to technical support. Create and update incident records in the tracking system
• Ensure all customer affecting network events are managed to resolution in a timely manner, meeting all SLAs
• Perform documented procedures for standardized support activities

Required Experience:

• Technical Degree or Diploma and/or certification in IT Field
• 1-2 years of hands-on experience working in IT Industry
• Strong Verbal, Written and interpersonal communication skills
• ITIL v4 certification would be an asset, not a requirement
• Previous work experience with system alert monitoring would be an asset, not a requirement.
• Previous work experience with the Service Now application would be an asset, not a requirement.

We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:

• Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Well-being: Access Confidential one-on-one therapy through our Employee Assistance Program, find support from our network of Wellbeing Champions and Gather Groups, and a calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work.
• Medical, life & disability insurance, retirement plan, lifestyle and other benefits*
• ESG: Benefit from paid time off for volunteering and donation matching.
• DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
• Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
• Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
• Specific benefits may vary by location.

At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.

Be unique, be exceptional, and help us make a difference at Finastra!