The Level 3 NOC Analyst is the most senior technical role within the NOC structure. This role is responsible for analyzing and resolving highly complex incidents, developing definitive and sustainable solutions for critical failures across monitored networks, systems, and infrastructures. * Is engaged in cases exceeding the technical scope of Levels 1 and 2, requiring detailed investigation and specialized expertise. * Serves as the technical reference point within the NOC, providing consultative support to preceding-level teams and guiding the application of best practices. * Directly handles resolution of complex failures, advanced reconfigurations, integration of new technologies, and technical coordination with vendors and suppliers. * Contributes to continuous operational improvement by documenting solutions, creating Standard Operating Procedures (SOPs), and automating recurring procedures. #Exclusive vacancy for Santa Rita - PB **Advanced Incident Analysis and Resolution** * Perform in-depth diagnostics of critical and highly complex incidents using advanced analysis tools and log data. * Resolve complex failures in networks, servers, VPNs, operating systems, and cloud services. * Implement definitive and mitigating solutions to prevent recurrence of issues. * Engage directly with vendors and manufacturers in cases involving bugs, incompatibilities, or hardware, firmware, or software failures. **Technical and Consultative Support** * Support Level 1 and Level 2 teams on escalated incidents by providing technical guidance, validating hypotheses, and directing troubleshooting efforts. * Transfer technical knowledge through training sessions, case documentation, and updates to the knowledge base. * Validate configuration changes, updates, and planned changes (Change Management), ensuring compliance with standards and policies. * Actively participate in root cause analysis (RCA) and post-incident reports (RFO). **Continuous Improvement and Innovation** * Identify opportunities for automation and optimization of monitoring, diagnostic, and remediation processes. * Propose and implement improvements to the architecture, security, and performance of monitored infrastructure. * Collaborate with the engineering team during certification of new technologies, tools, and integrations. * Ensure lessons learned from critical incidents are converted into documented improvements and internal training. **Operational Management and Collaboration** * Be available on-call to ensure specialized technical support for critical incidents outside regular business hours. * Cooperate with project, engineering, and security teams on preventive maintenance activities, updates, and resilience testing. * Ensure full traceability of all executed actions and adherence to SLAs for resolution and communication. * Maintain technical relationships with strategic customer teams, providing specialized support when required.