Network Operations Center Analyst

Job Title:

Network Operations Centre (NOC) Analyst

Reports to:

Manager, Network Operations Centre

POSITION SUMMARY

The NOC Analyst plays a critical front-line role in ensuring the reliability and availability of Wyse’s metering network. This role involves continuous oversight of end devices in the field such as modems, gateways, repeaters, sub-meters, and other critical infrastructure to identify failures, performance issues, and communication irregularities.

In addition to active monitoring, the NOC Analyst is responsible for reviewing system and device data to detect anomalies that may indicate emerging issues, incorrect configurations, degradation in performance, or risk of service disruption. This includes analyzing trends, error patterns, connectivity metrics, and alerts to proactively surface concerns before they impact service levels.

The NOC Analyst executes timely corrective actions and coordinates responses with technicians, external contractors, and cross-functional teams to minimize downtime and maintain high levels of service reliability.

KEY RESPONSIBILITIES

Network Monitoring & Alert Response

- Monitor meter connectivity and device performance across all properties using network monitoring tools and dashboards (e.g., Power BI, MDA Reports, Head-end systems).

- Identify meters and communication devices that are down, unresponsive, or experiencing data transmission issues.

- Investigate and verify alarms or anomalies related to device offline status, signal loss, or data gaps.

- Conduct first-line troubleshooting and diagnostics using available remote tools and platforms.

Corrective Action Coordination

- Schedule field technicians and coordinate with contractors, vendors and suppliers to perform on-site investigations and repairs.

- Resolve technical problems reported by customers, clients, and cross functional teams, while providing clarity on both the issue and resolution.

- Follow up on outstanding work orders and ensure timely resolution of network issues.

- Escalate unresolved or high-impact incidents to appropriate stakeholders.

Communication & Documentation

- Document all events, interventions, and outcomes within ticketing and reporting systems.

- Provide concise updates to management and operations teams on recurring or systemic issues.

- Support internal reporting by contributing accurate incident logs and status updates.

System & Process Support

- Participate in the continuous improvement of alert management processes and response playbooks.

- Assist in testing and implementation of new monitoring tools, scripts, or automation workflows.

- Contribute to knowledge base articles and training material related to NOC operations.

Compliance and Risk Management

- Practice and ensure regulatory and internal compliance for data accuracy and privacy in utility reporting. Ensure all systems meet Measurement Canada, OEB, BCUC and ESA regulations.

- Assist in maintaining comprehensive documentation for ongoing communication with inspectors and manage those relationships to ensure all identified issues are quickly resolved.

REQUIRED EDUCATION & QUALIFICATIONS

- 2 years of experience in a network operations, utilities, or technical support role. Field Electrical and/or Communications, IoT support role strongly preferred.

- Knowledge of submetering systems, IoT devices, or utility infrastructure a plus.

- Strong understanding of network-connected systems and incident response workflows.

- Excellent knowledge of Excel is a must.

- Familiarity with ticketing systems (Jira/Zendesk), dashboards, and remote diagnostic tools.

- Excellent problem-solving skills and attention to detail.

- Excellent communication skills.

- Ability to prioritize tasks in a fast-paced, service-oriented environment.

OTHER COMPETENCIES

- Driving for results

– highly motivated and works well under pressure; able to adapt to a complex and vastly changing environment. Punctual and dependable, can be counted on to attain and improve results.

- Active learning

- seeking and leveraging opportunities to gain new skills, knowledge, and experiences; quickly assimilating and applying new information and skills to enhance results.

- Strong computer skills 

– strong working knowledge of relevant programs and comfort working with large amounts of data and complex analysis.

- Planning & Structuring

- knows how to establish work plans, efficiently allocates or makes use of available resources, act according to plans and establishes priorities.

Wyse welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

While we value diversity and welcome applications from qualified candidates, please understand that we cannot provide assistance with LMIA-related matters.