Network Operations Analyst

Overview

The NOC / Service Management Analyst is a key member of the IT Operations team, responsible for ensuring the health, stability, and continuity of enterprise systems and networks. This role combines real-time monitoring, incident coordination, and stakeholder communication to minimize service disruptions and maintain operational excellence. The analyst serves as the Incident Manager during technical bridge outages, acting as the central communication point for business and IT support teams, and plays a vital role in verifying daily operational readiness.

Responsibilities

• Monitor network and system health using enterprise monitoring tools.
• Respond to alerts and collaborate with Level 2/Level 3 support teams for troubleshooting and resolution.
• Escalate issues based on severity and impact to ensure timely remediation.
• Maintain and update Knowledge Base (KB) articles with instructions for alerts and incidents.
• Ensure KB documentation is accurate, current, and aligned with operational procedures.
• Ensure all incident details are accurately recorded in ServiceNow, the system of record.
• Serve as Incident Manager during technical bridge calls for major outages.
• Act as the primary communication point for stakeholders during major incidents.
• Coordinate resources and send timely communications throughout the incident lifecycle.
• Facilitate the creation and communication of Problem Records associated with incident outages.
• Verify successful startup and shutdown of critical business systems.
• Confirm completion of critical job KPIs and batch processes.
• Ensure daily operational systems are functioning as expected to support business continuity.
• Communicate vendor-related outages to L2/L3 teams.
• Facilitate change creation and tracking in response to vendor incidents.

Summary

This role is ideal for professionals with a strong background in IT operations, incident management, and enterprise monitoring. The analyst will be instrumental in maintaining service reliability, coordinating incident response, and ensuring clear communication across technical and business teams. A proactive mindset, attention to detail, and strong communication skills are essential for success in this role.

Qualifications

• Experience with enterprise monitoring tools (e.g., SolarWinds, Data Dog, Thousand Eyes, etc.).
• Strong understanding of ITIL processes, especially Incident, Problem, and Knowledge Management.
• Proficiency in ServiceNow or similar ITSM platforms.
• Excellent communication and coordination skills.
• Ability to work in a fast-paced, 24x7 operational environment.
• Strong analytical and troubleshooting skills.
• Experience in managing technical bridges and stakeholder communications during outages.
• Proficiency in Microsoft Office tools including Word, PowerPoint, and Excel.
• Ability to create and manage Excel reports, including use of pivot tables and other advanced Excel functions.
• Experience with MoveIT Automation or similar ITSM operations

The duties listed above are the essential functions, or fundamental duties within the job classification. The essential functions of individual positions within the classification may differ. Texas Capital Bank may assign reasonably related additional duties to individual employees consistent with standard departmental policy. Texas Capital is an Equal Opportunity Employer.