Role Description The Network Operations Center (NOC) Analyst is an entry level role responsible for providing support for Level 1 trouble isolation and repair for all Syniverse Global Networks, Products, Platforms, and Services. This role will work in a team environment and is accountable for providing resolution with sense of urgency and in correspondence with defined service level agreements. Key Responsibilities - Work as single point of contact for customer communications and escalations and ensures the performance of the network through monitoring of traffic, performance, and configuration. - Support the analysis, reporting, and action to resolve alerts generated by the internal surveillance tools. - Act as first line of contact for all Trouble Ticket issues, and maintain the shift logs. - Provide follow-up on change requests, incidents/Break-fixes and perform other scheduled activities within the SLA requirements. - Conduct proper maintenance of systems and ascertain compliance with security, safety, and environmental guidelines. - Provide support to troubleshoot and isolate incidents with vendors and service providers. Escalate according to Syniverse NOC processes. - Work closely with Tier-I counterparts to resolve and close events/incidents. - Provide input to shift reports and coordinate handover of incomplete activities to the oncoming shift. - Demonstrate and apply thorough understanding of the OSI (Open Systems Integration Model), operations of Network Monitoring Tools (e.g.: HP Network Node Manager, NetCool), and customer applications and components associated with each application. - Use IT Standard Operating Procedures (SOP), Work Instructions (WI) and Server support documentation for the Network Operations Center (NOC). Qualifications - No previous experience required. - Preferred Networking and Application Certifications from an accredited Trade School or Academy. - Preferred to have one or more of the following: Cisco Certified Entry Networking Technician (CCENT), Juniper Networks Certified Associate (JNCIA), Cisco Certified Network Associate (CCNA), ITIL v3 Foundations Certification. Requirements - Use of the English language in verbal and written communications is a requirement for this position. - Works in shifts to provide onsite 24x7 coverage to respond to customer and internal Syniverse issues and is flexible to work beyond stipulated hours. - Exceptional customer service skills and demeanor, along with the ability to communicate with both technical and non-technical clients. Benefits - Competitive total compensation. - Flexible/remote work options. - Leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.

• Work closely with the Mission Lead to run the AN mission • Formulate and set a cohesive strategy • Build a healthy community of member professionals • Ensure marketing and sales teams are equipped with a clear value proposition • Deputize for the Mission Lead when required at meetings and events

• Monitor the network across IP and transmission platforms (including xWDM), as well as underlying infrastructure (sites, owned and leased fiber) • Act on alarms indicating both service-impacting and potential service-impacting issues • Initiate and perform troubleshooting of faults and outages across relevant platforms • Resolve incidents at first line whenever possible, minimizing escalation to second-level support • Take full ownership of incidents and drive them to resolution and restoration • Collaborate with third-party providers (hardware vendors, field support, network providers) during troubleshooting • Ensure accurate and timely documentation during and after incident resolution • Maintain clear and structured communication with internal and external stakeholders during major incidents • Track SLA commitments, follow up on progress, and coordinate resolution across teams • Prepare root cause analysis and outage reports • Act as a SPOC during planned maintenance and outages • Configure and contribute to the development of NOC monitoring tools and processes • Collaborate with internal teams to improve troubleshooting and information sharing

• Monitorear alarmas, dashboards, disponibilidad del servicio, conectividad y eventos de red. • Registrar, actualizar y documentar incidentes en herramientas ITSM o ticketing. • Realizar validaciones iniciales ante fallas o degradación de conectividad. • Revisar estado de enlace, pérdida de paquetes, disponibilidad de dispositivos, alarmas, túneles y eventos básicos de red. • Escalar incidentes según severidad, SLA y procedimientos definidos. • Apoyar monitoreo operativo de ambientes Cisco Meraki / SD-WAN. • Documentar troubleshooting, evidencias, avances, causa probable, escalaciones y cierre de tickets. • Coordinar con Senior NOC Engineers, Tier 3, vendors, carriers o proveedores cuando sea necesario. • Seguir runbooks, procedimientos operativos y criterios de escalamiento.