NOC Analyst 2nd Line

Job Description

NOC Analyst 2nd Line

Icomera is a leading global innovator in connectivity solutions within the transportation sector. We are at the forefront of transforming public transport, making it smarter, safer, greener, and more connected than ever before. At Icomera you work with products used by many users around the world, including passengers on some of the world\’s largest train and bus operators.

Ready to take on your next challenge as a NOC Analyst 2nd Line?

Job type

This is a 12-month fixed-term contract.

Workplace conditions

We offer a hybrid working model.

Location

The position is based in our office in Chatham, England, UK.

About the Role

As a NOC Analyst 2nd Line, you will be responsible for advanced technical troubleshooting and resolving issues escalated from the 1st Line Support team. You will also carry out ad-hoc remote commissioning of various Icomera solutions, ensuring high service availability and performance across our network. This role plays a key part in maintaining the reliability of our services and supporting our clients across the transport industry.

Authorisation

This role is authorised to:

• Restart onboard equipment while in service, subject to customer SLA agreements.
• Make decisions regarding incident management.
• Perform remote commissioning, software upgrades, and other configuration changes.
• Initiate the major incident process when necessary.

Key responsibilities

• Triage and prioritize issues escalated from the 1st Line team in a timely manner.
• Perform advanced technical troubleshooting to identify root causes and appropriate resolution paths; provide constructive feedback to the 1st Line team on any issues that should not have been escalated.
• Carry out repetitive remote commissioning, software upgrades, or other configuration/change activities as directed by the Project Engineering or other relevant teams.
• Identify isolated issues that could be indicative of a more significant cause and initiate the major incident process if necessary.
• Maintain the knowledge base for customer specific solutions, including recording fixes that could be applied by the 1st Line team for issues that could be addressed without 1st line escalation in future.
• Keep relevant asset register details up to date in the event of work carried out that alters the register (e.g., helping to commission a replacement piece of hardware).
• Provide feedback to the Project Engineering team or other stakeholders when documentation is missing or a solution appears suboptimal.
• Participate in the creation and review of new troubleshooting instructions and support the implementation and monitoring of the service delivery plan; elevate when unable to troubleshoot a new service or customer issue due to insufficient knowledge.
• Be informed and involved during service transitions to ensure continuity and readiness.

Requirements

Generic competencies:

• Working with People: Shows respect for the views and contributions of other team members; shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.
• Delivering Results and Meeting Customer Expectations: A) Focuses on customer needs and satisfaction B) Sets high standards for quality and quantity C) Monitors and maintains quality and productivity D) Works in a systematic, methodical and orderly way E) Consistently achieves goals.
• Adapting and responding to change: A) Adapts to changing circumstances B) Accepts new ideas and change initiatives C) Adapts interpersonal style to suit different people or situations D) Shows respect and sensitivity towards cultural and religious differences E) Deals with ambiguity, making positive use of the opportunities it presents

Role specific competencies

• Relating and Networking: Easily establishes good relationships with customers and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others.
• Writing and reporting. Writes convincingly; writes clearly, succinctly and correctly; avoids the unnecessary use of jargon or complicated language; writes in a well-structured and logical way; structures information to meet the needs and understanding of the intended audience.
• Following Instructions and Procedures. Appropriately follows instructions from others without unnecessarily challenging authority; follows procedures and policies; keeps to schedules; arrives punctually for work and meetings; demonstrates commitment to the organisation; complies with legal obligations and safety requirements of the role.

Functional competences

• Fluent in writing and speaking English.
• Proficient in Microsoft Office.
• Service-minded and customer-focused.

Qualifications and experiences

• Strong understanding of basic Linux concepts, including working with command line, checking logs and other general Linux sysadmin concepts.
• Strong understanding of networking concepts.
• College-level education.
• Minimum of 3 years’ experience in a similar role.
• Completion of internal Icomera training as per the training matrix.

Our Offer

• A unique opportunity to help shape the future of public transport technology as part of the global shift towards smarter, greener, more connected mobility.
• The chance to work on high-impact products used by millions of passengers around the world, including on some of the largest rail and bus networks in Europe and North America.
• A collaborative, team-focused culture with modern facilities and a flexible, engaging work environment.
• Support for your wellbeing and development, including access to private healthcare (after one year), an Employee Assistance Programme, and a wide range of lifestyle and wellness benefits via the Perkbox platform.
• A comprehensive benefits package, including a contributory pension scheme, gym membership support, eye care vouchers, and enhanced parental leave.

Ready to be part of something exciting and make a real difference in the connected future of transport? We’d love to hear from you!

Apply via this link: *Apply Here*

If you have any questions, please contact Ali Gardezi at ali.gardezi@icomera.com

We will be reviewing applicants ongoing. Icomera welcomes candidates from all backgrounds, and we value a diverse and inclusive work environment.

About Icomera

Icomera is the world’s leading provider of integrated connectivity solutions for trains, trams, buses, and coaches, serving millions of passengers and tens of thousands of vehicles on a daily basis. The IcoCrew now consist of 300+ employees globally. Icomera is headquartered in Gothenburg, Sweden, with main offices in the United States, Canada, the United Kingdom, Germany, France, Ireland, and Italy.

Icomera’s vision for green mobility within the public transport industry perfectly complements the wider mission of our parent company, Equans. As the global leader in multi-technical services with 74,000 employees working across 17 country hubs, Equans delivers customised solutions which connect, protect and energise territories, cities, buildings, industries and transport infrastructures, empowering their energy, industrial and digital transitions.

Visitwww.icomera.comfor further information.