Incident Analyst - NOC

Responsibilities

• Monitor system performance, capacity, and infrastructure alerts using various monitoring tools.
• Troubleshoot hardware, software, and infrastructure malfunctions following standard operating procedures.
• Coordinate with internal technical teams, third-party vendors, and customers to resolve issues.
• Track and document all incidents and resolutions in detail to maintain a robust knowledge base.
• Escalate critical issues to management and relevant technical resources to ensure timely resolution.
• Manage end-to-end communications, providing initial, update, and resolution notifications to stakeholders.
• Participate in continuous improvement projects, including process optimization and tool evaluation.

Requirements

• 2-4 years of experience in incident management, alert handling, and monitoring dashboards.
• Proficiency with monitoring tools such as PagerDuty, Alertsite, and Grafana.
• Hands-on experience using ServiceNow and Jira for ticket management.
• Basic knowledge of Incident Management processes.
• Ability to work a flexible 24/7 schedule.
• Strong oral and written communication skills for stakeholder management and conflict resolution.
• Excellent organizational and time management skills with the ability to handle multiple tasks.

Preferred Qualifications

• Experience with automation in incident and service request management.
• Basic awareness of AI tools to enhance event and knowledge management.
• Previous experience in customer service or a helpdesk environment.
• Experience modifying or updating Knowledge Base (KB) articles.

About the Company

TomTom is a global leader in location technology, providing high-quality maps, real-time traffic information, and advanced driver assistance systems. We engineer the first real-time map to help carmakers, fleets, and tech innovators navigate the world more efficiently.