NETWORK OPERATIONS CENTER (NOC) ENGINEER

Overview

The Network Operations Center (NOC) Engineer is responsible for continuously monitoring IT systems, networks, and applications to ensure uptime, performance, and security. Working in a 24x7 shift-based environment, including weekends and public holidays, the NOC Engineer plays a critical role in identifying, troubleshooting, and resolving technical issues while maintaining service-level agreements (SLAs).

Responsibilities

• Monitor the performance and availability of IT infrastructure, networks, and applications using various monitoring tools.
• Perform real-time analysis of system alerts and take immediate action to prevent service disruptions.
• Escalate critical issues to the appropriate teams as per predefined escalation protocols.
• Maintain accurate system health logs and generate reports on performance trends.
• Follow established Standard Operating Procedures (SOPs) to diagnose and troubleshoot incidents.
• Work closely with internal technical teams, vendors, and customers to coordinate issue resolution via email, calls, and ticketing systems.
• Assist Level 2 and Level 3 support teams in deep-dive analysis and resolution of complex issues.
• Utilize ITIL4 best practices to ensure efficient incident handling and problem management.
• Log and document all incidents, troubleshooting steps, and resolutions for future reference.
• Provide real-time updates to customers and stakeholders regarding incident status and expected resolution time.
• Maintain detailed records of incidents, outages, and resolutions in the ticketing system.

Qualifications

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