About AppDirect Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture - one that enables you to Be Seen, Be Yourself, and Do Your Best Work. About You The Network Operations Center (NOC) Analyst - Cloud is an active participant in incident and change management for managed Cloud services (Azure and/or AWS) and sites with circuits varying in size from T1 s to DS3, which employ technologies such as AVPN, ADI, MPLS, Multilink T1s, Ethernet, Cellular and Broadband. The role relies on knowledge and understanding of monitoring and ticketing platforms to effectively troubleshoot and resolve issues. The NOC Analyst interacts regularly with and is an advocate for all customers with whom he/she is working and who have subscribed to AppDirect s Managed Services. This position requires a strong customer focus and an ability to deal with different customer requirements and priorities. The successful candidate for this position will effectively utilize prior education and demonstrated work experience to make an immediate, independent contribution to the Network Operations Center team. The NOC is an integral part of AppDirect s 24x7x365 operational environment. This position may require occasional shift rotation to cover holidays, weekends, and other normal scheduling requirements as needed to support the business. Flexibility to work any shift as needed is required. What you ll do and how you ll have an impact Own, triage, and resolve customer network, server, and Cloud (Azure/AWS) related trouble tickets to successful completion Detection, tracking, and restoration of customer s connectivity via their data circuits, servers, services, etc. Remotely troubleshoot and configure WAN/LAN devices, including routers, firewalls, switches, load balancers, servers, etc. from various vendors Engage, escalate, and work with carriers and other 3rd parties when needed as part of service restoral Participate in incident command bridges, Hypercare, and major incidents when required Understand and use network monitoring tools such as Zenoss or Logic Monitor to assist in troubleshooting or analyzing network issues and performance Converse with technical and non-technical contacts depending on the situation. Perform effective ticket management including but not limited to queue management, timely ticket documentation, proper hand-off to other analysts, teams, 3rd parties, etc., communications to customers, ticket resolution Adhere to established Service Level Objectives and/or Service Level Agreements Work both autonomously and also as part of a team, assisting, when necessary, on identifying and diagnosing issues What were looking for Minimum of two (2) years of experience remotely supporting networking and server connectivity in managed services environments Bachelors degree in Computer Science, Information Systems, or a related discipline Operational knowledge of MS Azure or Amazon Web Services (AWS) Understanding of the OSI Model and TCP/IP protocols to troubleshoot issues remotely Demonstrable experience troubleshooting and resolving connectivity issues, errors, etc. Knowledge of supporting virtual Windows and/or Linux servers and services Experience in command line using Cisco, Juniper, PowerShell, Linux, or other relevant technologies Knowledgeable with DNS, DHCP, SMTP, and other routing protocols Knowledge of network monitoring, alerting, and traffic capturing tools Must be conceptually familiar with security-related terms, and technologies, encryption, authentication, IPSec, VPN tunnels including GRE, and controlling traffic Ability to interact, communicate, and collaborate with internal/external customers, service providers, and field technicians Large enterprise environment, Cloud, or telecommunications company experience preferred Knowledge of Cloud tools such as CloudCheckr, orchestration, etc. Experience with ServiceNow and monitoring tools such as Logic Monitor Possess or be working towards ITIL v3 or v4 Foundations Certification Relevant technical certifications a plus, i.e., CCNA, MS Azure Fundamentals, AWS Cloud Practitioner, Network+, etc. Conceptual knowledge of Security Operations or experience is a plus At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities. At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice: https: / / www.appdirect.com / about / privacy-notice

About AppDirect Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture - one that enables you to Be Seen, Be Yourself, and Do Your Best Work. About You You are a Software Developer with a team-first mentality. You have a knack for solving challenging problems, debugging complex issues, and creating innovative solutions. You re a developer at heart, always seeking opportunities for self-improvement and mastering the art of software development. Most importantly, you find joy in learning new technologies and frameworks, and you embrace the chance to work with cutting-edge tools that may push you beyond your comfort zone. In short, youre a determined developer, focused on success, growth, and being a key team player. What youll do and how youll have an impact Collaborate on Solution Design: Actively contribute to the design of both technical and business solutions, ensuring they are aligned with strategic goals and user requirements. Your insights will help shape scalable and high-performing systems. Write Exceptional Code: Craft clean, efficient, and maintainable code with speed and precision, making a direct impact on product quality and user experience. Build Scalable and Reusable Components: Design and implement efficient, reusable components that power a sophisticated web application, ensuring long-term sustainability and ease of integration. Balance Short-Term Objectives with Long-Term Vision: Navigate between immediate business priorities and the long-term architectural roadmap, ensuring that decisions today lay the groundwork for future success. What were looking for 5+ years of proven software engineering experience, with a solid background in building and scaling web applications. Experience with Postgres, Redis, Ruby on Rails, RSpec Rails, NextJs, Typescript Fluency in English, with the ability to clearly articulate technical ideas to both technical and non-technical stakeholders, ensuring alignment across teams. At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities. At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice: https: / / www.appdirect.com / about / privacy-notice

About AppDirect Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture - one that enables you to Be Seen, Be Yourself, and Do Your Best Work. About You The NOC Service Management Analyst (NOC SM) is part of the Network Operations Center (NOC) team. This role performs critical functions as part of AppDirects 24x7x365 operational environment. The IEM is typically engaged to drive resolution for complex and/or critical (Priority 1) incidents. In addition to driving incident resolution, other primary responsibilities of the NOC SM Analyst include but are not limited to responding to after-hours P1 incidents, coordinating technical resources from multiple teams, interfacing with customers and ensuring the flow of communication, ensuring customer notifications and status updates of incidents are being delivered, drive and participate in post-incident conversations, creating and socializing Reasons for Outage (RFO). The NOC SM Analyst will also be an integral part of the Problem Management process for critical incidents and socialize Root Cause Analysis (RCA) findings. This role will also gather and synthesize analytical data for customers where requested and participate in customer service reviews. What youll do and how youll have an impact Participate in the incident escalation chain, responding to customer-initiated escalation and engagement requests during business hours AND after hours as needed as part on call Own the Incident Command process for P1 incidents, coordinating resources, technical bridges, and performing activities to drive the incident to closure Ensure P1 incident notifications (initial, update, and final) are delivered per our service level objectives (SLOs/SLAs) Document technical details during the incident and ensure data is gathered as required i.e., log information, change activity, etc. and be able to create summaries that are delivered to customers Monitor other queues such as email inboxes, Teams chats, etc., and respond promptly to customers, partners, leaders, or stakeholders in accordance with our SLAs/SLOs Facilitate post-incident calls, driving resources from multiple teams to investigate and determine the Reason for Outage (RFO) and Root Cause Analysis (RCA) Liaise effectively between AppDirect, partners, and customer organizations where required Participate in operational support calls where required and contribute to completing tasks, process items, and other actions Develop scheduled and ad hoc reports as needed in response to urgent customer queries in support of incidents or other needs What were looking for 3-5 years of experience in a NOC environment and/or 1+ years in Incident Escalation Management, or related/relevant experience Bachelors degree in Computer Science, Information Systems, or a related discipline Ability to identify and act with urgency where required in responding to customer incidents, issues, or needs Strong verbal and written communication skills Ability to effectively interface with customers and people of various disciplines and levels Comfort and ability to work in complex and difficult situations Excellent teamwork skills, able to influence and collaborate across teams and organizations Ability to function with a high level of initiative and autonomy, and also within a team Able to work effectively and deliver on objectives with limited supervision and follow-up Critical thinking, natural curiosity, problem-solving, and decision-making skills Applied understanding of relevant information technologies and how they interconnect Experience with Service Management tools (i.e., ServiceNow) Experience working in a Managed Services organization is a plus Experience with ServiceNow and monitoring tools such as Logic Monitor or Zenoss Possess or be working towards ITIL v3 or v4 Foundations Certification Relevant technical certifications a plus i.e., CCNA, Network+, etc. At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities. At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice: https: / / www.appdirect.com / about / privacy-notice