Role Summary:
We are seeking a Network Operations Center (NOC) Engineer to join our Service Delivery team. The NOC Engineer plays a critical role in maintaining operational stability across infrastructure, networks, applications, and cloud platforms by responding to alerts, managing incidents, escalating issues, and ensuring compliance with Service Level Agreements (SLAs). The role also supports continuous service improvement through reporting, trend analysis, and process adherence aligned with ITSM and ITIL practices.
Key Responsibilities
Command Center & Monitoring Operations:
- Monitor enterprise IT infrastructure, network, applications, and cloud environments using centralized monitoring tools.
- Detect, log, and respond to system alerts, events, and alarms in a timely manner.
- Perform initial diagnosis and troubleshooting to identify root causes and apply known fixes or workarounds.
Incident Management:
- Act as the first-line responder for IT incidents, ensuring accurate logging, categorization, prioritization, and escalation.
- Coordinate with internal IT teams, vendors, and service providers for incident resolution.
- Provide regular incident updates to stakeholders and ensure incidents are resolved within defined SLAs.
Escalation & Coordination:
- Escalate unresolved or critical issues to appropriate resolver groups following established escalation procedures.
- Support Major Incident Management (MIM) by assisting in bridge coordination, communications, and post-incident documentation.
SLA Monitoring & Reporting:
- Monitor system availability, performance metrics, and SLA compliance.
- Generate operational reports on incidents, alerts, trends, and service performance.
- Highlight recurring issues and contribute to continuous service improvement initiatives.
Operational Excellence:
- Participate in shift handovers, ensuring clear communication of ongoing issues and system status.
- Perform routine operational checks and health validations.
- Support audits, compliance checks, and operational reviews as required.
Required Skills & Qualifications
Technical Skills:
- Working knowledge of AWS cloud services, with hands-on exposure to EC2 operations and monitoring.
- Experience configuring and maintaining AWS CloudWatch alarms, metrics, and dashboards for cloud infrastructure monitoring.
- Basic to intermediate experience with Infrastructure as Code (IaC) using Terraform, particularly for CloudWatch configuration updates and monitoring automation. General coding or scripting knowledge (e.g., Python, Bash, or similar) is preferred.
- Knowledge of on-premises infrastructure monitoring using SolarWinds.
- Basic understanding of IT infrastructure components including networks (LAN/WAN, TCP/IP, DNS), servers (Windows/Linux), and applications.
- Hands-on experience using ServiceNow to log, track, and manage Incident and Service Request tickets in accordance with ITSM processes.
Core Competencies:
- Strong analytical and troubleshooting skills.
- Ability to work under pressure in a 247 operational environment.
- Excellent communication skills, both verbal and written.
- Strong customer-service mindset with attention to detail.
- Good organizational skills with the ability to manage multiple incidents concurrently.
Education & Certification:
- Diploma or Degree in Information Technology, Computer Science, or a related field.
- ITIL v3 or ITIL 4 Foundation certification is preferred.
Desirable Attributes:
- Prior experience in a Command Center or NOC environment.
- Experience supporting large-scale enterprise or government IT environments.
- Willingness to work rotating shifts, including nights, weekends, and public holidays.
- Team-oriented, proactive, and adaptable to evolving technologies and operational demands.
