Network Operations Analyst

SONDA is the largest IT service provider in Latin America, leader in systems integration, support and IT outsourcing. With almost 50 years of experience and in constant growth around the World, and growing so far in in US, as well. .We are looking for a Network Operations Analyst to join our client’s Early Shift team, providing first-line monitoring and coordination of network incidents across multiple retail locations. This professional will act as the main communication point between the client and the Managed Service Provider (MSP), ensuring timely updates, incident tracking, and clear communication with internal stakeholders. Location: Nearshore (LATAM) Work Schedule: Monday to Friday, from 5:00 AM to 12:00 PM ET Model: Remote Key Responsibilities Monitor network events and incidents, escalating as needed (L1/L2 NOC equivalent). Coordinate with the Managed Service Provider for updates and resolution progress. Communicate incident status, impact, and resolution details to the Early Shift team. Track, document, and report network incidents following established SLAs and procedures. Support escalation and root cause analysis processes when required. Maintain up-to-date records of communication, incident logs, and service documentation. Requirements Experience in Network Operations, NOC, or related technical support roles. Basic understanding of network infrastructure (LAN/WAN, routers, switches, connectivity). Familiarity with incident management and ticketing systems. Strong English communication skills, both written and verbal. Excellent organizational and coordination abilities. Availability to work from 5:00 AM to 12:00 PM ET (early shift). Preferred Qualifications Experience in retail network environments or with Managed Service Providers (MSPs). Exposure to network monitoring tools (e.G., SolarWinds, Zabbix, Nagios, PRTG). Basic certifications such as CompTIA Network+ or CCNA are a plus.