NOC Engineer

Position Overview

We are in search of a NOC Engineer to oversee and assist with network, server, application, and IT infrastructure operations on a 24/7 basis. This position entails first-level incident detection, troubleshooting, escalation, and ticket management, guaranteeing service availability and compliance with SLAs during a continuous shift rotation, which includes weekends and public holidays.

Key Responsibilities

• Continuously monitor network devices, servers, applications, and IT infrastructure to ensure optimal service availability, performance, and operational reliability.
• Identify and investigate incidents, execute initial troubleshooting steps, and escalate unresolved issues to the relevant support teams.
• Document, update, track, and resolve incidents and service requests in line with established SLAs and operational guidelines.
• Assess system alerts and events, evaluate their impact, and initiate corrective measures as necessary.
• Oversee, monitor, and support scheduled batch jobs and processes, ensuring their successful completion and the prompt resolution of any failures or exceptions.
• Assist with scheduled maintenance, system upgrades, implementation of changes, and service restoration efforts.
• Keep precise operational documentation, including incident reports, shift handover notes, and updates to standard operating procedures (SOPs).
• Collaborate with internal teams, outsourced staff, vendors, and stakeholders to facilitate timely communication and resolution of issues.
• Ensure that incidents and service requests are addressed within defined response and resolution timelines.
• Engage in a 24/7 shift rotation, including weekends and public holidays, to maintain uninterrupted IT operations.

Qualifications

• Diploma in Information Technology, Computer Science, Network Engineering, or a related discipline.
• At least 2 years of experience in NOC, IT Operations, Service Desk, or similar IT support roles.
• Fundamental understanding of network infrastructure, server environments, monitoring tools, and IT support processes.
• Practical experience monitoring network, server, application, or infrastructure environments.
• Experience managing incidents, service requests, tickets, and operations based on SLA requirements.
• Capability to perform L1 troubleshooting and escalate issues when necessary.
• Ability to interpret alerts/events and take appropriate initial actions.
• Familiarity with batch job/process monitoring and basic operational protocols.
• Excellent communication, analytical thinking, problem-solving, and incident management skills.
• Willingness and ability to work 24/7 shifts, including weekends and public holidays.

Preferred Qualifications

• Experience with Dynatrace and/or ManageEngine monitoring tools.