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About the Role
The NOC Analyst supports the availability, reliability, and performance of Exacta Systems’ production technology environment and customer-facing systems by providing proactive monitoring, incident triage, troubleshooting, escalation, and resolution support for network, infrastructure, hardware, application, and gaming-system issues, helping to maintain Exacta’s 24x7 business operations. This customer-facing technical role requires strong troubleshooting ability, sound judgment, effective communication under pressure, and the ability to manage multiple incidents, alerts, and support channels simultaneously.
Responsibilities
- Monitor Exacta’s network, infrastructure, systems, applications, and gaming environments to support reliable 24x7 operations.
- Monitor dashboards and tools such as SolarWinds, Splunk, LogicMonitor, and other platforms for alerts, anomalies, outages, and performance issues.
- Respond to inbound calls, chats, emails, monitoring alerts, and ticket requests involving network, hardware, system, and application issues.
- Perform routine operational monitoring, including backup verification, log reviews, system health checks, and infrastructure status reporting.
- Identify recurring incidents or performance trends and escalate findings for root-cause analysis and corrective action.
- Maintain accurate shift logs and provide clear handoffs of open incidents, risks, and outstanding work to incoming team members.
- Triage, troubleshoot, document, and resolve incidents within the appropriate level of responsibility and established Service Level Agreements.
- Serve as a primary technical contact for customers and vendors during assigned shifts.
- Work assigned tickets through resolution or appropriate escalation while maintaining timely and accurate documentation.
- Participate in incident and change-management conference bridges as required.
- Support root-cause analysis by gathering technical information, documenting findings, and assisting Operations and customers as needed.
- Provide clear verbal and written technical input for Incident and Change Management activities.
- Coordinate with vendors and internal technical teams to resolve hardware, software, network, and application issues.
- Troubleshoot and support network, infrastructure, connectivity, and system issues affecting Exacta operations or customer environments.
- Monitor infrastructure availability and performance and provide regular operational reporting.
- Support planned infrastructure changes within Exacta’s established Change Control framework.
- Assist with configuration, maintenance, and operational support of network and infrastructure technologies within the NOC’s area of responsibility.
- Help ensure changes are appropriately documented, communicated, and validated.
- Communicate directly with Exacta customers through telephone, ticketing, email, and other established support channels.
- Maintain professional, clear, and timely communication during outages and other high-impact incidents.
- Serve as an operational interface between Exacta and Churchill Downs Incorporated IT teams, including NOC, Infrastructure, Development, Information Security, System Services, and other technical groups.
- Escalate incidents appropriately based on severity, customer impact, technical complexity, and established procedures.
- Maintain effective working relationships with customers, vendors, Field Operations, Engineering, and other internal teams.
- Identify recurring issues, operational trends, and opportunities to improve monitoring, troubleshooting, documentation, and incident response.
- Maintain current knowledge of Exacta systems, network environments, infrastructure, and gaming applications relevant to NOC responsibilities.
- Stay informed on emerging technologies and products and pursue relevant technical training or certifications as appropriate.
- Contribute to the continuous improvement of NOC procedures, documentation, monitoring practices, and service delivery.
- Perform other duties as assigned.
Requirements
- Minimum of 1 year of experience in a Network Operations Center, IT Help Desk, Service Desk, technical support, or similar IT operations environment required.
- Experience with IT operations, network infrastructure, connectivity, system monitoring, and technical troubleshooting.
- Experience with ticketing systems and incident-management processes.
- Ability to be licensed as an employee by applicable racing and gaming jurisdictions in which Exacta operates.
- Unrestricted authorization to work in the United States.
Skills
- Working knowledge of IT operations, service desk/NOC practices, network infrastructure, connectivity, and performance monitoring.
- Ability to diagnose, triage, troubleshoot, and appropriately escalate network, hardware, system, and application issues.
- Familiarity with monitoring platforms such as SolarWinds, Splunk, LogicMonitor, or comparable technologies.
- Knowledge of Windows and Linux-based environments preferred.
- Experience with Cisco and Aruba WAN/LAN switching and routing technologies preferred.
- Familiarity with firewalls, packet-capture technologies such as Wireshark or Netscout, and network troubleshooting concepts preferred.
- Experience with call-center telephone systems and call routing, including ACD/IVR, is a plus.
- Scripting knowledge or experience is preferred.
- Strong verbal and written communication skills, particularly when communicating technical information during high-pressure incidents.
- Ability to simultaneously manage calls, tickets, monitoring alerts, and competing priorities.
- Strong customer-service orientation and ability to communicate professionally with customers, vendors, and internal technical teams.
- Strong analytical, troubleshooting, documentation, and problem-solving skills.
- Ability to work independently during periods of reduced staffing while recognizing when escalation is required.
Location
- On-site
Work Type
- Full-time
- 2nd shift
- 3rd shift
Experience Level
- 1+ year experience
Education Level
- Associate or bachelor’s degree in Information Technology, Information Systems, Networking, Computer Science, or a related discipline preferred
- Relevant technical certifications or equivalent professional experience considered
- ITIL Foundation certification or comparable service-management knowledge is a plus
About the Company
- At Exacta Systems, we’re not just shaping the future of gaming—we’re redefining it. As a leader in historical horse racing (HHR) technology, we create cutting-edge gaming solutions that power thrilling player experiences nationwide.
- Now part of the Churchill Downs family, we’re backed by a storied legacy of excellence in racing and gaming.
- This new chapter brings exciting opportunities for growth, stability, innovation, and impact.
Equal Opportunity
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.