Noc Engineer

Position Overview

• Network and System Oversight: Continuously monitor network devices, servers, applications, and IT infrastructure to ensure optimal service availability, performance, and operational integrity.

• Incident Identification and Initial Troubleshooting: Identify and investigate incidents, conduct preliminary troubleshooting, and escalate unresolved matters to the appropriate support teams.

• Incident and Ticket Management: Record, update, track, and resolve incidents and service requests in line with established SLAs and operational protocols.

• Alert and Event Response: Analyze and respond to system alerts and events, evaluate their impact, and initiate corrective measures as necessary.

• Batch Job Supervision: Oversee, monitor, and support scheduled batch jobs and processes, ensuring successful execution and prompt resolution of any failures or exceptions.

• Maintenance and Change Assistance: Aid in scheduled maintenance, system upgrades, change implementations, and activities aimed at service restoration.

• Documentation and Reporting: Keep precise operational documents, incident reports, shift handover logs, and updates to Standard Operating Procedures (SOPs).

• Coordination and Escalation: Collaborate with internal teams, outsourced staff, vendors, and stakeholders to facilitate timely communication and resolution of issues.

• Adherence to SLA: Ensure that incidents and service requests are addressed within the agreed-upon response and resolution timelines.

• Shift Engagement: Engage in a 24x7 shift rotation, including weekends and public holidays, to support uninterrupted IT operations.

Qualifications

• Diploma or higher degree in IT, Computer Science, Network Engineering, or a related field.

• A minimum of 2 years of relevant experience in NOC, IT Operations, Service Desk, or IT Support.

• Practical experience in monitoring network, server, application, or infrastructure environments.

• Proficient in managing incidents, service requests, tickets, and SLA-driven operations.

• Capable of performing Level 1 troubleshooting and escalating issues when necessary.

• Ability to interpret alerts/events and take appropriate initial actions.

• Familiarity with monitoring or IT management tools; experience with Dynatrace or ManageEngine is a plus.

• Knowledge of batch job/process monitoring and basic operational procedures.

• Strong communication, analytical, and problem-solving abilities.

• Willingness and capability to work 24x7 shifts, including weekends and public holidays.