The
Senior Analyst, NOC at AssistRx is a core member of the Technical Operations team responsible for keeping the platform visible, healthy, and understood - for the engineering, product, and operations teams who build and run it, and for the clients and patients who depend on it. This role actively builds and maintains monitoring systems, acts as a community of practice partner to teams across the organization, and ensures operational intelligence reaches the right people at the right time. The ideal candidate brings technical depth in observability and infrastructure operations, communicates clearly across all levels, and continuously refines how AI-assisted tools are used as part of daily practice.
DUTIES AND RESPONSIBILITIES:Monitoring, Triage & Incident Support
- Own incident detection and first response for availability, performance, and health alerts across APIs, sites, databases, fax/SFTP/SMS services, and the platform services our teams support.
- Investigate degradations and outages: identify scope, surface the right context, and support the teams responsible for resolution with clear, accurate information.
- Document incidents as they unfold and produce post-incident summaries and root cause analyses (RCAs) that help the whole organization learn.
Monitoring & Observability Engineering
- Create, tune, and maintain alerts that give teams the signal they need without the noise they don't.
- Build and refine synthetic probes for production and pre-production environments.
- Develop dashboards that give internal teams and Strategic Account Management meaningful, actionable visibility into platform health.
- Identify gaps in observability posture and propose solutions.
Automation
- Develop and maintain automation runbooks to reduce manual toil.
- Contribute to the CI/CD pipeline for operational automation.
- Continuously evolve AI-assisted workflows as tooling and practices mature - not as a project, but as an ongoing practice.
Reporting & Communication
- Produce monthly operational reports and platform availability metrics used by Strategic Account Management.
- Track and update KPIs, SLA metrics, and compliance evidence (SOC 2).
- Manage vendor action items including certificate renewals and compliance requirements, and communicate status clearly.
- Share operational context and close feedback loops across teams, keeping the connection between monitoring, application support, and stakeholder communication tight.
Research & Investigation
- Investigate failure patterns - SQL errors, API degradations, service disruptions - and document findings thoroughly.
- Map dependencies when onboarding new systems to the NOC.
- Stay ahead of technology changes affecting the stack and flag risks proactively.
RequirementsRequired
- Experience with cloud infrastructure; Azure experience required.
- Hands-on experience with monitoring, logging, and observability platforms (Sumo Logic, Azure Monitor, OpsGenie, or comparable).
- Ability to read and follow automation scripts (PowerShell, Python, or equivalent) - comfortable tracing logic and understanding what a script does, even without writing it from scratch.
- Enough systems intuition to reason across layers - how an application talks to a database, how traffic flows through a network, how on-premises and cloud components interact. You won't be an expert in everything, but you'll understand how the pieces fit together.
- Experience with web services and APIs, including diagnosing availability and performance issues.
- Familiarity with Jira and Jira Service Management for operational workflow and ticket tracking.
- Strong written and verbal communication skills; able to produce clear operational documentation and communicate effectively during incidents.
- Demonstrated ability to work across multiple teams with shared ownership and clear accountability.
Preferred
- Experience with CI/CD pipelines and operational automation in a cloud environment.
- Familiarity with healthcare technology, specialty pharmacy, or regulated environments.
- Experience with SOC 2 compliance evidence collection or similar compliance frameworks.
- Comfort using and evolving AI-assisted workflows in an operational context.
- Familiarity with SQL Server health monitoring or database observability fundamentals.
- Background in DevOps or SecOps, or experience working closely alongside those disciplines.
COMPETENCIES:
- Written & Oral Communication
- Produces clear, accurate operational documentation including incident summaries, RCAs, and monthly reports. Communicates concisely and accurately during incidents and adjusts explanations for technical and non-technical audiences alike.
- Analytical Thinking
- Investigates systems with depth - not just resolving alerts but understanding what caused them and why. Connects patterns across incidents, platforms, and time to surface trends before they become problems.
- Initiative
- Proactively identifies gaps in monitoring coverage, aging alert configurations, and process improvement opportunities without waiting to be directed. Takes ownership of problems and follows through to resolution.
- Adaptability
- Continuously adjusts approach as technology, tooling, and team priorities evolve. Treats AI-assisted workflows as a living practice to refine continuously - not a capability to learn once and set aside.
- Teamwork
- Operates as one team across engineering, application support, account management, and operations. Assumes positive intent. Makes commitments and meets them. Shares knowledge, documents what is learned, and closes feedback loops across the organization.
- Attention to Detail
- Maintains accuracy across alert configurations, dashboard logic, runbook documentation, and operational reports. Identifies errors before they reach stakeholders or impact team partners.
- Technical Skills
- Continuously develops expertise in observability platforms, cloud infrastructure, scripting, and automation tooling. Shares knowledge with teammates and contributes to the team's collective capability.
- Ethics & Confidentiality
- Handles platform and operational data with integrity. Upholds security and compliance obligations as genuine commitments.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
- Frequently required to sit and use standard office and computer equipment.
- Occasionally required to stand or walk.
- Work is performed in a professional office environment with moderate noise levels.
- Occasional evening or weekend response may be required for on-call incident coverage.
Benefits- Supportive, progressive, fast-paced environment
- Competitive pay structure
- Matching 401(k) with immediate vesting
- Medical, dental, vision, life, & short-term disability insurance
