NOC Analyst - L2

Role Overview

The NOC Analyst L2 provides advanced operational 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 while ensuring 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