Deloitte – Trainee Associate
Job Description
The NOC analyst plays a crucial role in ensuring the availability, reliability, and performance of business-critical IT infrastructure & applications through real-time monitoring, proactive incident response, knowledge management, and automation. You’ll support 24/7/365 operations across multiple functional areas, engaging with internal teams and external vendors to quickly detect, escalate, and resolve IT incidents while reducing manual intervention and improving service quality.
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Responsibilities
24/7 Application & Infrastructure Monitoring:
Perform “Eyes on Glass” monitoring by utilizing monitoring tools (e.g., Dynatrace, Grafana, Azure Monitor, Solarwinds, Datadog, Nagios) to detect anomalies, gather baselines, and create actionable alerts for business-critical applications.
Incident Response:
Serve as an Incident Coordinator, initiate / join major incident bridge calls, escalate tickets as needed, document progress, and participate in post-incident reviews (PIRs). Work closely with L1/L2 infrastructure & application resolver teams.
Incident Triage & Escalation:
Triage and route auto generated tickets as per SOP. Initiate and drive resolution of incidents, ensuring rapid acknowledgement & response and contributing to incident communications and Root Cause Analysis (RCA).
Knowledge Management:
Develop, maintain, and update a knowledge base and known errors database to improve L1 support and reduce dependency on subject matter experts.
Automation & “Shift Left”:
Identify recurring issues, document SOPs, and provide suggestions to automate monitoring, detection, and remediation, enabling first-line teams to resolve common problems.
Collaboration & Communication:
Liaise with internal teams (e.g., DevOps, Operations, Product) and third-party vendors for escalation, SOP development, and incident resolution.
Reporting & Metrics:
Track and report Key Performance Indicators (KPIs) such as Mean Time to Detect/Resolve (MTTD/MTTR), tickets worked, change validations, and major incidents avoided to drive continuous improvement.
Service Coverage:
Guarantee 24x7x365 coverage, including off-hours and holiday support, work in shift rotations, no hybrid work.
