About Us

Zelis is modernizing the healthcare financial experience in the United States (U.S.) across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients.

At Zelis, AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo, accelerate innovation, and amplify their impact. This is a place for builders with a growth mindset who act with agility, embrace change, and use modern technology to shape smarter solutions, exceptional experiences, and the future of our industry for our clients, customers, and our culture.

Why We Do What We Do

In the U.S., consumers, payers, and providers face significant challenges throughout the healthcare financial journey. Zelis helps streamline the process by offering solutions that improve transparency, efficiency, and communication among all parties involved. By addressing the obstacles that patients face in accessing care, navigating the intricacies of insurance claims, and the logistical challenges healthcare providers encounter with processing payments, Zelis aims to create a more seamless and effective healthcare financial system.

Zelis India plays a crucial role in this mission by supporting various initiatives that enhance the healthcare financial experience. The local team contributes to the development and implementation of innovative solutions, ensuring that technology and processes are optimized for efficiency and effectiveness. Beyond operational expertise, Zelis India cultivates a collaborative work culture, leadership development, and global exposure, creating a dynamic environment for professional growth. With hybrid work flexibility, comprehensive healthcare benefits, financial wellness programs, and cultural celebrations, we foster a holistic workplace experience. Additionally, the team plays a vital role in maintaining high standards of service delivery and contributes to Zelis’ award-winning culture. 

Position Overview

The role should have a good understanding of network troubleshooting, with good hands-on exposure to Incident, Change and Major Incident Management processes. The role involves monitoring alerts, performing initial checks and fault isolation, following SOPs and runbooks, escalating issues to appropriate resolver teams and knowledge documentation, and identifying repetitive operational tasks that could be considered for automation.

Job Overview

We are seeking an experienced NOC Analyst with 4-5 years of hands-on experience in Network Operations Center or IT Operations environments. The role is responsible for proactive infrastructure monitoring, incident troubleshooting, service restoration, and operational support across network and related technology services.

The ideal candidate will bring strong network troubleshooting capability, practical exposure to Incident, Change, Problem, and Major Incident Management, and the ability to perform initial fault isolation across network, server, operating system, and application/service layers before engaging specialized resolver teams.

The role also requires strong operational documentation skills, including SOPs, runbooks, Knowledge Base content, and shift handovers, together with an understanding of monitoring and operational automation and the ability to identify repetitive activities suitable for automation.

Key Responsibilities

· Monitor enterprise network infrastructure, applications, devices, connectivity, and related services using network, infrastructure monitoring, observability, and log-analysis tools.

· Proactively monitor routers, switches, firewalls, load balancers, WAN links, VPNs, wireless infrastructure, and network interfaces for availability, latency, packet loss, utilization, errors, and performance degradation.

· Perform L1/L2 troubleshooting of network incidents and service disruptions using standard diagnostic tools such as Ping, Traceroute, NSLookup, Telnet, SSH, Netstat, DNS lookups, and monitoring utilities.

· Perform initial fault isolation across Windows/Linux servers, operating systems, and application/service layers by reviewing service health, processes, logs/events, resource utilization, endpoint/port connectivity, HTTP responses, and upstream/downstream dependencies.

· Analyze and correlate alerts, metrics, logs, events, dashboards, thresholds, and service dependencies to distinguish actionable, recurring, false-positive, or common-cause issues and identify the most likely source of degradation.

· Own incidents from detection through service restoration, including triage, impact and urgency assessment, prioritization, evidence collection, escalation, resolver coordination, stakeholder updates, restoration validation, and accurate closure documentation.

· Follow Incident and Major Incident Management processes, supporting major incidents through technical information gathering, timeline maintenance, resolver engagement, action tracking, and communication until service restoration.

· Support Change Management activities through implementation monitoring, pre/post-change validation, service checks, and identification of potential or actual service impact.

· Support Problem Management and RCA by identifying recurring incidents, alert trends, infrastructure patterns, and underlying issues, and by providing relevant historical and diagnostic data.

· Identify noisy or repetitive alerts and recommend improvements through alert tuning, threshold optimization, correlation, suppression, or automation.

· Create, maintain, and periodically improve SOPs, runbooks, troubleshooting guides, Knowledge Base articles, known-error documentation, escalation procedures, and recovery instructions.

· Provide structured shift handovers covering active incidents, outstanding alerts, planned changes, service risks, escalations, ownership, and follow-up actions, and prepare NOC reports on incidents, availability, SLA performance, and key operational events.

· Understand and support approved operational automation workflows, identify repetitive manual activities suitable for automation, perform basic scripting/automation where required, and validate automation outcomes before escalation of exceptions.

· Collaborate with Network Engineering, Infrastructure, Cloud, Security, Application Support, Service Management, and vendor teams, and contribute to continuous improvement initiatives focused on service availability and reducing MTTD, MTTA, and MTTR.

Qualifications

Required

· Bachelor's degree or diploma in Computer Science, Information Technology, or a related technical discipline.

· 4-5 years of hands-on experience in a NOC, Infrastructure Operations, Network Support, or similar IT Operations environment, including L1/L2 troubleshooting, incident handling, escalation, service restoration, and operational documentation.

· Experience working in a 24x7 NOC / IT Operations environment.

· Practical understanding of ITIL-based Incident, Change, Problem, and Major Incident Management processes.

Preferred

· ITIL Foundation certification.

· Exposure to PowerShell, Bash, Python, cloud environments, operational automation, or relevant vendor-specific certifications.

Skills

· Strong understanding of TCP/IP networking and working knowledge of DNS, DHCP, VLANs, routing, switching, VPNs, firewalls, load balancers, WAN/LAN connectivity, TCP/UDP ports and protocols, latency, packet loss, and common network failure scenarios.

· Working knowledge of Windows and Linux server operations and troubleshooting, including services/processes, operating system logs/events, CPU, memory, disk/filesystem utilization, and server connectivity.

· Basic application and service troubleshooting skills, including service health validation, application/system logs, web or API endpoint testing, HTTP status codes, authentication issues, port connectivity, and dependency analysis.

· Experience with enterprise monitoring, observability, log-analysis, and ITSM platforms such as Splunk, Datadog, LogicMonitor, Jira Service Management, or equivalent technologies.

· Strong incident troubleshooting, prioritization, escalation, service restoration, alert correlation, and RCA support skills.

· Ability to communicate concise incident updates covering impact, actions taken, findings, ownership, next steps, and outstanding risks to both technical and operational stakeholders.

· Strong written documentation and knowledge-transfer skills, including incident notes, shift handovers, SOPs, runbooks, Knowledge Base articles, and troubleshooting guides.

· Ability to follow established runbooks and escalation procedures while applying sound judgment when documented procedures do not fully address the situation.

· Ability to identify opportunities for operational automation and continuous improvement, with strong analytical, communication, collaboration, and customer-service skills.

This role requires strong technical and operational skills, with the ability to independently monitor, triage, troubleshoot, escalate, document, and support restoration of network, server, infrastructure, and application incidents during assigned shifts.

Commitment to Diversity, Equity, Inclusion, and Belonging

At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity

Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability and require reasonable accommodation with any part of the application and/or interview process, please email talentacquisition@zelis.com.