emerie.ai · 14 hours ago
Network Operations Center (NOC) Analyst
Tulsa, OK
Full-time
Onsite
Entry, Mid Level
1+ years expemerie.ai provides cutting-edge AI-driven solutions tailored for community banks and credit unions. The NOC Analyst is responsible for monitoring, supporting, and maintaining the availability, performance, and reliability of mission-critical fintech platforms, ensuring timely incident response and communication with clients and internal teams.
Artificial Intelligence (AI)Information TechnologyVirtual Assistant
Hiring Manager
Alli Poole
Responsibilities
Monitor production systems, applications, telephony, and integrations to ensure platform availability and SLA adherence
Detect, triage, and respond to incidents using Jira and Confluence for ticketing, documentation, and knowledge management
Troubleshoot application, network, and telephony issues, including remote call analysis and diagnosis of client-reported call or interaction failures
Analyze Azure logs and platform telemetry to identify errors, performance issues, and abnormal behavior
Perform detailed log review and technical evidence capture for all reported issues, ensuring accurate correlation across application, platform, telephony, and network logs to support troubleshooting, root cause analysis (RCA), auditability, and incident traceability
Serve as first-line responder for P1/P2 incidents, following defined escalation paths and incident response procedures
Work under strict SLA requirements, ensuring timely acknowledgment, communication, and resolution of incidents
Support PCI-compliant operations by following security, access control, data-handling, and audit requirements
Assist clients with diagnosing transaction or interaction issues, including fraud-related concerns, in coordination with internal fraud and engineering teams
Partner with implementation, engineering, vendors, and carriers to resolve incidents and validate fixes
Execute approved changes and maintenance activities during scheduled windows in accordance with documented change management processes
Verify post-change system stability and client impact
Contribute to RCA and post-incident reviews, document findings and corrective actions
Provide client-facing support and training on internal platforms and workflows, including Jira, Engage/VIA, and fraud control tools
Maintain accurate and current documentation in Confluence to support operational consistency, onboarding, and audit readiness
Work assigned shifts and participate in on-call rotations as required to support a 24x7 operations environment
Qualification
Required
Experience working in the NOC, production support, or operations environment
Strong troubleshooting skills across applications, networks, telephony, and system integrations
Hands-on experience with ticketing and documentation tools such as Jira and Confluence
Familiarity with log analysis and monitoring tools, including Azure logs or similar cloud platforms
Understanding of TCP/IP, DNS, firewalls, VPNs, and secure communications (TLS/certificates)
Ability to troubleshoot client-reported issues remotely and communicate findings clearly
Experience operating under SLAs and time-sensitive incident response requirements
Strong written and verbal communication skills, especially during active incidents
Ability to follow runbooks, escalation procedures, security controls, and compliance requirements
IT or production operations experience in a support environment (1+ years required)
Preferred
Experience in fintech, financial services, banking, or other regulated environments
Familiarity with PCI compliance and security-driven operational controls
Exposure to IVR/IVA, telephony platforms, APIs, or contact center technologies
Experience assisting with fraud investigation or fraud-related issue diagnostics
Client training or enablement experience on technical platforms
Bachelor's degree preferred
Two-year IT or Computer Science degree preferred
Company
emerie.ai
emerie.ai empowers community banks and credit unions with industry leading AI solutions, enabling them to streamline operations and focus more on building meaningful customer relationships.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Michael Boukadakis
Founder & Chairman
Company data provided by crunchbase