• Monitor network infrastructure, systems, applications, and managed environments using network monitoring tools and systems, responding to alerts and notifications in a timely manner. • Investigate and diagnose network incidents and outages, following predefined troubleshooting procedures and escalation paths to restore service within established Service Level Agreements (SLAs). • Troubleshoot network, server, and infrastructure issues; identify root causes; and implement corrective actions to restore services while collaborating with internal teams and external vendors as needed. • Monitor and respond to cybersecurity alerts, endpoint protection events, suspicious activity, and infrastructure vulnerabilities in accordance with established security and incident response procedures. • Assist in proactive maintenance activities, including patch validation, backup verification, maintenance window activities, and system health reviews. • Identify recurring infrastructure issues and contribute to root cause analysis efforts aimed at reducing repeat incidents and improving long-term service stability. • Assist in developing and maintaining automation processes, monitoring thresholds, alerting logic, and operational efficiencies to reduce reactive workload and improve service reliability. • Document incident details, troubleshooting steps, remediation efforts, and resolutions within the incident management system while maintaining accurate and audit-ready records. • Create and maintain internal documentation, standard operating procedures (SOPs), and knowledge base articles to improve consistency and operational maturity. • Provide regular updates and communication to internal teams, leadership, and clients regarding incident status, remediation efforts, and resolution timelines. • Participate in shift handoff processes and maintain accurate transition documentation to ensure continuity across the 24/7 operational environment. • Assist with the implementation of network changes, updates, and configurations while following change management procedures designed to minimize disruption and maintain compliance. • Monitor network performance and utilization trends, analyze data and metrics, and provide recommendations for optimization and continuous improvement. • Collaborate with Service Desk, Engineering, Security, Client Success, and other internal teams to ensure seamless escalation management and efficient issue resolution. • Proactively identify tickets or alerts at risk of SLA breach and escalate appropriately to maintain contractual compliance and service quality expectations. • Participate in after-action reviews, continuous improvement initiatives, and operational process enhancements designed to improve efficiency, stability, and customer satisfaction. • Stay current with emerging technologies, cybersecurity trends, industry best practices, and operational standards through ongoing training and development. • Adhere to company policies, operational procedures, security standards, HIPAA requirements, and change management processes while promoting a culture of accountability and compliance. • Participate in scheduled after-hours, weekend, holiday, and on-call support rotations as required to support 24/7 operational coverage.

• Monitoring and maintaining network infrastructure to ensure optimal performance, reliability, and security across all systems and components. • Troubleshooting complex network issues and coordinating resolution efforts to minimize downtime and service disruptions. • Leading and supporting the resolution of critical technical incidents effectively and efficiently to ensure optimal outcomes. • Providing expertise during incident response and conducting operational reviews to ensure thorough analysis and effective resolution. • Designing, developing, and maintaining alerts, runbooks, dashboards, and monitoring solutions to enhance fault detection and operational visibility effectively. • Developing and maintaining operational tools, automation, and technical documentation to support extensive network infrastructure effectively and efficiently.

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