Job Description

Job Description

We are seeking a NOC Analyst to provide 24/7 monitoring and incident response for mission-critical healthcare SaaS platforms supporting federal CMS programs. This role is the first line of defense for production systems, responsible for detecting issues, executing runbooks, and escalating when needed to ensure platform stability and customer satisfaction.

The ideal candidate has strong technical troubleshooting skills, experience with monitoring and observability tools, and the ability to work effectively in a follow-the-sun operations model with global teams.

Key Responsibilities

• Monitor production systems 24/7 using observability platforms (DataDog & PagerDuty) to detect anomalies, alerts, and incidents

• Respond to incidents within SLA, perform initial triage, execute runbooks, and engage on-call engineers when necessary

• Log and manage incidents in ITSM platforms (Jira Service Management, ServiceNow) with accurate categorization, priority, and documentation

• Execute documented runbooks for common issues (application restarts, health checks, certificate renewals)

• Familiarity with remote access methods such as SSH, CLI-based VM management and AWS console, along with support and management of containerized environments (Docker/Kubernetes)

• Perform health checks and proactive monitoring to identify degradation before customer impact

• Coordinate with engineering, SRE, and service delivery teams during major incidents and change windows

• Maintain shift handoff documentation and participate in daily operational standup meetings

• Escalate incidents appropriately based on severity, customer impact, and technical complexity

• Document known errors, workarounds, and lessons learned to improve operational knowledge base

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

• 1-3+ years of experience in NOC, IT operations, technical support, or similar monitoring roles

• Experience with monitoring and observability tools - MUST have worked with Datadog

• Incident management and ITSM platforms (Jira Service Management, ServiceNow, PagerDuty)

• Moderate understanding of cloud infrastructure (AWS, Azure, GCP), APIs, and web services, i.e. AWS SysOps Associate certification / equivalent.

• Strong troubleshooting skills and ability to follow technical runbooks under pressure

• Excellent written and verbal communication skills for incident updates and handoffs

• Ability to work 3 days on 4 days off 12-hour shifts (night/day shifts) - Experience in healthcare, government, or regulated environments (HIPAA, CMS compliance)

• ITIL v4 Foundation certification

• Familiarity with scripting (PowerShell, Python, Bash) for basic automation tasks

• Experience supporting SaaS or cloud-native applications

• Understanding of networking concepts (DNS, load balancers, firewalls, SSL/TLS)

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