NOC Support Analyst

Location: Malaysia or a comparable APAC time zone preferred 

Employment type:

• Contractor
• Average 40 hours per week
• Paid as a monthly rate

About Radian Arc.

Radian Arc delivers AI infrastructure and GPU-as-a-Service (GPUaaS) solutions that enable enterprises, telecommunications operators, governments, and AI organizations to deploy, operate, and scale high-performance GPU infrastructure. Our teams across the USA, Australia, Central Europe, Malaysia, Singapore, and Japan work with customers and strategic partners to deliver AI infrastructure platforms supporting enterprise AI, sovereign AI, inference, training, and next-generation GPU cloud services.

What impact you will have

In this role, you will provide front-line operational support for production GPU cloud environments and serve as the first point of response for monitoring, incident detection, and service restoration activities.

You will monitor production infrastructure, respond to alerts, perform initial technical triage, execute approved operational procedures, and escalate incidents to Senior Platform Support Engineers, Engineering, or Data Center Operations when required. Working closely with Service Delivery Managers and technical teams, you will help ensure reliable service delivery and an excellent customer experience.

This is an L1 platform operations role focused on monitoring, incident response, operational readiness, documentation, and continuous improvement. It is not a platform engineering or infrastructure implementation position.

Within Radian Arc's operating model, the NOC Support Analyst provides the first level of operational support. The role is responsible for monitoring production services, executing approved runbooks, gathering diagnostic information, and ensuring incidents are escalated quickly and accurately to the appropriate technical teams.

This position will also help strengthen Radian Arc's global Service Operations organization by improving operational consistency, documentation, monitoring quality, and customer responsiveness.

You will work with teams across the U.S., Europe, and Asia, so flexibility to collaborate across international time zones is required.

What you’ll do

Platform Monitoring and Alert Management 

• Monitor production GPU cloud infrastructure using approved monitoring and alerting platforms.
• Respond to alerts, alarms, and service notifications in accordance with operational procedures.
• Identify potential customer impact and determine the appropriate response or escalation.
• Create and maintain accurate incident and support records.
• Verify service restoration following incidents and planned maintenance.

Incident Triage and Initial Response  

• Perform initial technical triage using approved runbooks and troubleshooting procedures.
• Collect logs, diagnostic information, and supporting evidence before escalation.
• Execute approved recovery actions where documented.
• Determine incident severity and escalate issues requiring advanced technical support.
• Maintain accurate documentation throughout the incident lifecycle.

Operational Support   

• Perform routine operational health checks across production environments.
• Monitor scheduled maintenance activities and validate successful completion.
• Assist with operational readiness for new customer deployments and production changes.
• Support shift handovers by documenting open incidents, ongoing investigations, and operational risks.

Cross-Functional Coordination   

• Work closely with Senior Platform Support Engineers during technical investigations.
• Notify Service Delivery Managers of customer-impacting incidents and service degradation.
• Coordinate with Engineering and Data Center Operations when directed.
• Maintain clear communication during active incidents and operational events.

Knowledge and Continuous Improvement   

• Maintain operational documentation, runbooks, and knowledge-base articles.
• Identify recurring alerts, monitoring gaps, and opportunities for operational improvement.
• Participate in operational reviews and training activities.
• Promote accurate documentation, disciplined escalation, and continuous improvement.

What you'll need

• 2+ years of experience in IT operations, technical support, service desk, NOC, or production support.
• Experience supporting Linux-based environments.
• Basic understanding of networking fundamentals including TCP/IP, DNS, and DHCP.
• Familiarity with monitoring and alerting platforms.
• Experience using ticketing and incident management systems.
• Ability to follow technical runbooks and operational procedures.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• Strong attention to detail and documentation quality.
• Ability to prioritize multiple tasks in a fast-paced operational environment.
• Experience working in shift-based or customer-facing support environments is desirable.
• Familiarity with Kubernetes, GPU infrastructure, or cloud platforms is a plus.
• ITIL Foundation certification or equivalent operational experience is a plus.

What we offer
• Attractive compensation package reflecting your expertise and experience.
• A great work environment characterised by friendliness, international diversity, flexibility, and a hybrid-friendly approach.
• You'll be part of a fast-growing scale-up with a mission to make a positive impact, offering an exciting career evolution.

Our job titles may span more than one job level. The actual base pay is dependent on a number of factors, such as transferable skills, work experience, business needs and market demands.

Our inclusive responsibility
Radian Arc is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.