Senior Technology Operations Analyst

The Senior TOC Analyst serves as the highest-level technical escalation point within the Technology Operations Center. The role focuses on advanced troubleshooting, serves as primary incident manager during declared events, and optimizes monitoring capabilities, with specific emphasis on SolarWinds for proactive detection and resolution.

Assignment Accountabilities

• Serve as the Tier 3 escalation resource for complex issues detected through monitoring platforms such as SolarWinds, ThousandEyes, etc.
• Lead technical triage during major incidents using monitoring tool metrics, NetPath, Splunk logs, system telemetry, and performance analytics.
• Tune monitoring alert thresholds, dashboards, service maps, and suppression logic.
• Identify gaps in monitoring and collaborate with engineering teams to on-board new systems into the monitoring platforms.
• Develop and maintain platform-specific runbooks, diagnostic guides, and topology documentation.
• Coordination with Infrastructure, Cloud, Network, and App teams.
• Coordination with Business Units for new application alerting implementation/discovery.
• Provide guidance and mentorship to Tier 1 and Tier 2 analysts.
• Support DR exercises and validate monitoring readiness using SolarWinds insights.

Education & Experience

• 5-7+ years of IT operations or TOC/NOC experience.
• Strong hands-on SolarWinds experience (NPM, NTA, SAM, or related modules).
• Deep technical knowledge across servers, networks, cloud, virtualization.
• Excellent communication, troubleshooting, and incident leadership skills.

Preferred:

• Banking experience.
• Certifications: ITIL v4, CCNA, Network+, SolarWinds SCP.
• Scripting/automation experience.
• Familiarity with SIEM and security event correlation.

Knowledge & Skills

• Expert troubleshooting ability, calm under pressure, strong documentation skills, collaborative communication.
• Ability to communicate and interact successfully with a diverse community and to develop and maintain positive professional relationships with the team and our customers.
• Broad technical foundation, including an in-depth knowledge of monitoring tools such as SolarWInds and ThousandEyes, bank applications.
• Strong documentation skills and attention to detail.
• Creative thinking and problem solving.
• Ability to handle multiple tasks and meet deadlines.
• Occasional travel may be required.
• Rotating after-hours on-call support required.

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