Senior Analyst, NOC
About the role
The Senior Analyst, NOC at AssistRx is a core member of the Technical Operations team responsible for keeping the platform visible, healthy, and understood — for the engineering, product, and operations teams who build and run it, and for the clients and patients who depend on it. This role actively builds and maintains monitoring systems, acts as a community of practice partner to teams across the organization, and ensures operational intelligence reaches the right people at the right time.
Responsibilities
Own incident detection and first response for availability, performance, and health alerts across APIs, sites, databases, fax/SFTP/SMS services, and the platform services our teams support
Investigate degradations and outages: identify scope, surface the right context, and support the teams responsible for resolution with clear, accurate information
Document incidents as they unfold and produce post-incident summaries and root cause analyses (RCAs) that help the whole organization learn
Create, tune, and maintain alerts that give teams the signal they need without the noise they don't
Develop and maintain automation runbooks to reduce manual toil
Contribute to the CI/CD pipeline for operational automation
Continuously evolve AI-assisted workflows as tooling and practices mature — not as a project, but as an ongoing practice
Produce monthly operational reports and platform availability metrics used by Strategic Account Management
Track and update KPIs, SLA metrics, and compliance evidence (SOC 2)
Manage vendor action items including certificate renewals and compliance requirements, and communicate status clearly
Share operational context and close feedback loops across teams, keeping the connection between monitoring, application support, and stakeholder communication tight
Investigate failure patterns — SQL errors, API degradations, service disruptions — and document findings thoroughly
Map dependencies when onboarding new systems to the NOC
Stay ahead of technology changes affecting the stack and flag risks proactively
Requirements
Required Experience with cloud infrastructure; Azure experience required
Hands-on experience with monitoring, logging, and observability platforms (Sumo Logic, Azure Monitor, OpsGenie, or comparable)
Ability to read and follow automation scripts (PowerShell, Python, or equivalent) — comfortable tracing logic and understanding what a script does, even without writing it from scratch
Enough systems intuition to reason across layers — how an application talks to a database, how traffic flows through a network, how on-premises and cloud components interact. You won't be an expert in everything, but you'll understand how the pieces fit together
Experience with web services and APIs, including diagnosing availability and performance issues
Familiarity with Jira and Jira Service Management for operational workflow and ticket tracking
Strong written and verbal communication skills; able to produce clear operational documentation and communicate effectively during incidents
Demonstrated ability to work across multiple teams with shared ownership and clear accountability
Preferred Experience
With CI/CD pipelines and operational automation in a cloud environment
Familiarity with healthcare technology, specialty pharmacy, or regulated environments
Experience with SOC 2 compliance evidence collection or similar compliance frameworks
Comfort using and evolving AI-assisted workflows in an operational context
Familiarity with SQL Server health monitoring or database observability fundamentals
Background in DevOps or SecOps, or experience working closely alongside those disciplines
Competencies
Written & Oral Communication
Analytical Thinking
Initiative
Adaptability
Teamwork
Attention to Detail
Technical Skills
Ethics & Confidentiality
Physical Demands and Work Environment
Frequently required to sit and use standard office and computer equipment
Occasionally required to stand or walk
Occasional evening or weekend response may be required for on-call incident coverage