Virtual Network Operations Center Analyst

Job Description

Title : Virtual Network Operations Center (VNOC) Analyst

Location : Remote

Ekman Associates is a management consulting firm that specializes in developing business, digital, and technology strategy, delivering solutions, and addressing human resource demands.

Summary :

The Analyst of VNOC serves as a critical escalation point and operational leader responsible for driving the detection, response, remediation, and documentation of technical incidents across a global environment. This role blends operational execution with analytical oversight and cross-functional collaboration, ensuring system stability, rapid recovery, and enhanced user experience across enterprise services and AV collaboration platforms.

In this role, you will coordinate with engineering teams, service owners, and global support partners to manage high-impact incidents, analyze trends, and drive process improvements across VNOC workflows. You will also serve as a subject matter expert for collaboration tools and AV infrastructure, including Microsoft Teams Rooms, Cisco conferencing systems, and telemetry platforms.

Responsibilities :

• Lead investigations into technical incidents, ensuring timely coordination, communication, and resolution
• Monitor global collaboration infrastructure, proactively identifying performance issues through telemetry and alerts
• Serve as an escalation point for Audio Visual (AV) / Video Conferencing (VC) incidents, guiding resolution for issues impacting live meetings and events
• Collaborate with Engineering, Microsoft, and external vendors to escalate complex incidents and implement long-term fixes
• Use tools such as Nexthink, telemetry dashboards, and ticketing platforms to analyze root cause trends and drive service improvements
• Engage with senior leadership and stakeholders to provide clear, timely incident status updates and post-incident documentation
• Recommend and implement mitigation protocols, service resiliency improvements, and TCP timeout optimization for private endpoint disruptions
• Partner with global teams to refine incident management playbooks and drive adoption of ITIL-based processes
• Document incidents and requests with accuracy and consistency using tracking tools like ServiceNow
• Support live events and business-critical meetings as needed, ensuring seamless AV operations

Qualifications :

Qualified Candidates Only : If you wish to learn more about this opportunity and additional qualifications / responsibilities, please submit your resume. To learn more about Ekman Associates, Inc. please visit our website at www.ekmanassociates.com .