Engineer - NOC Support

Job Overview

The Network Operations Center (NOC) Monitoring Engineer plays a critical role in overseeing the health, availability, and performance of IT infrastructure components including servers, network devices, cloud platforms, applications, databases, and enterprise systems. Operating within a 24/7 NOC environment, this position focuses on early detection, analysis, and resolution coordination of incidents to minimize downtime and uphold defined service levels.

Key Responsibilities

• Utilize enterprise-grade monitoring tools to continuously supervise servers, applications, cloud services, storage, and network equipment.
• Track system uptime, capacity, performance metrics, and overall service health.
• Analyze alerts rigorously to differentiate true incidents from false alarms.
• Execute initial troubleshooting steps and evaluate impact severity.
• Manage incident lifecycle through creation, updating, and resolution tracking within ITSM platforms.
• Escalate issues promptly to appropriate resolution teams following SLA guidelines.
• Monitor critical infrastructure statistics such as CPU load, memory use, disk space, network connectivity, application responsiveness, and URL accessibility.
• Collaborate closely with Infrastructure, Network, Cloud, Database, Security, and Application teams to expedite issue resolution.
• Engage in major incident management, including participation in coordination calls and communication.
• Generate daily operation reports, monitoring summaries, shift handovers, and update dashboards for transparent information sharing.
• Maintain comprehensive operational documents including SOPs, runbooks, and knowledge base entries.
• Ensure adherence to monitoring standards, operational processes, security policies, and service agreements.
• Drive continuous enhancement efforts concerning monitoring processes, alert management, and incident response efficiency.
• Communicate and escalate critical issues to key stakeholders expediently.
• Support a 24/7 shift schedule to satisfy business continuity demands.

Candidate Qualification Requirements

• Bachelor's degree in Computer Science, IT, Information Systems, Telecommunications, Engineering, or related fields.
• Professional certifications in IT operations, infrastructure management, or monitoring are advantageous.
• Minimum of five years' experience in NOC, IT monitoring, technical support, or IT operations roles.
• Familiarity with enterprise monitoring tools like SolarWinds, Dynatrace, Zabbix, BMC Helix, SiteScope, or PRTG.
• Proficient with ITSM platforms such as ServiceNow, ManageEngine, or Jira.
• Working knowledge of Windows and Linux operating systems.
• Understanding of fundamental networking concepts including TCP/IP, DNS, DHCP, routing, switching, WAN, and LAN.
• Experience or exposure to cloud technologies like Microsoft Azure, AWS, Oracle Cloud, or GCP.
• Basic knowledge of virtualization and enterprise infrastructure environments.
• Familiarity with ITIL processes related to incident, problem, event, and change management.
• Strong analytical, troubleshooting, documentation, and communication abilities.
• Adept at multitasking and managing incidents under pressure within a high-paced environment.
• Willingness to operate within a 24/7 shift rotation.

Behavioral Competencies

• Excellent problem-solving and analytical skills.
• Attention to accuracy and detail.
• Customer-oriented with a commitment to high service standards.
• Effective written and verbal communication skills.
• Team player with strong collaboration skills.
• Ability to maintain professionalism under pressure and during critical incidents.
• Ownership and accountability for assigned duties.
• Strong organizational and time management skills.
• Adaptable and eager to acquire new skills and knowledge.
• Proactive in monitoring, incident detection, and driving ongoing improvements.