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

Diploma / Degree in Computer Science, Information Technology, or a related field. Experience in IT operations, network monitoring, or system administration is preferred. Knowledge of networking protocols (TCP / IP, DNS, DHCP) and system administration (Linux / Windows) will be an advantage. Familiarity with monitoring tools such as Zabbix, SolarWinds or equivalent. ITIL4 certification is an advantage. Willing to work on a 24x7 rotating shift schedule (3-shift rotation).

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