Network Operations Center Engineer

About the company

2P has been serving Saudi Arabia’s ICT sector since 2004, building integrated technology services that help organizations speed up digital change and run more efficiently. The company is known for combining innovation with strong service delivery, and operates through specialized business units backed by solid market experience.

The organization is open to professionals who want to contribute meaningfully and grow in a dynamic, future-focused workplace.

Role overview

The Network Operations Center Engineer serves as the first line of support for network, system, application, and service incidents. This role is responsible for continuous monitoring, initial troubleshooting, incident logging, and escalation, while ensuring issues are handled quickly, recorded correctly, prioritized properly, and managed in line with procedures and service levels.

This position is central to maintaining 24/7 service uptime, operational stability, and clear communication during incidents and shift transitions.

Key responsibilities

• Track the health of network devices, servers, applications, and services using approved NOC monitoring platforms.
• Spot alerts, irregular behavior, outages, and service slowdowns as they happen.
• Carry out routine monitoring checks to support continuous service availability.
• Work according to documented standard operating procedures for alert handling and incident response.
• Respond promptly to alerts, incidents, and service requests.
• Carry out first-line diagnostics such as ping, traceroute, interface verification, basic log checks, and connectivity testing.
• Collect the necessary technical details and assess the early signs of an issue before handing it over.
• Fix simple network, system, or service problems whenever they can be handled at L1 level.
• Manage incidents according to the applicable SLA and escalation process.
• Escalate unresolved or more complex cases to L2/L3 teams using the defined escalation structure.
• Share full incident information, troubleshooting actions, log extracts, and initial observations when escalating.
• Follow up with support teams until the issue is closed.
• Give live status updates to the team lead and other stakeholders when needed.
• Record incidents, service requests, actions, and updates in tools such as ServiceNow, Remedy, JIRA, or similar systems.
• Keep tickets complete, accurate, and updated across the full incident lifecycle.
• Document troubleshooting steps, escalation notes, and resolution details carefully.
• Help improve the knowledge base by capturing recurring issues and standard fixes.
• Perform regular health checks across network, system, application, and service components.
• Assist with backup validation and other daily operational checks when required.
• Prepare and circulate daily reports covering incidents, alerts, health status, and operational performance.
• Support maintenance windows and changes by helping with monitoring and coordination.
• Work in a 24/7 shift rotation environment.
• Complete shift handovers thoroughly, including open incidents, pending tasks, escalations, and service status.
• Arrive on time and follow the assigned shift roster.
• Maintain clear communication with teammates so operations continue smoothly between shifts.
• Support planned changes during maintenance periods.
• Monitor services before, during, and after changes to detect any service impact.
• Report any post-change issues or abnormalities to the relevant teams.
• Follow approved procedures throughout scheduled maintenance and operational change activities.

Key performance indicators

• Response and resolution of incidents within SLA targets.
• Accuracy and completeness of ticket records.
• Number of incidents resolved at L1 without escalation.
• Quality of communication during incidents and escalations.
• Shift punctuality and compliance with assigned schedules.
• Quality of handover notes and operational updates.
• Adherence to SOPs and escalation workflows.
• Timely and accurate daily reporting.

Qualifications and experience

A bachelor’s degree or diploma in Information Technology, Telecommunications, Computer Science, Network Engineering, or a related discipline is required.

The role calls for 1 to 3 years of experience in IT support, NOC operations, technical support, or a similar function. Prior work in a 24/7 shift-based environment is preferred. Experience with incident monitoring, ticket management, escalation handling, and basic troubleshooting is required.

Technical knowledge

• Solid basic understanding of networking concepts such as IP addressing, DNS, DHCP, TCP/UDP, VLANs, and routing and switching fundamentals.
• Exposure to monitoring tools including SolarWinds, Zabbix, Nagios, ManageEngine, or comparable systems.
• Working knowledge of ticketing platforms such as ServiceNow, Remedy, JIRA, or equivalent tools.
• Ability to perform initial troubleshooting using ping, traceroute, interface checks, and log review.
• Understanding of monitoring for network devices, servers, applications, and services.
• Comfort with following SOPs, escalation paths, and incident management workflows.
• ITIL incident management familiarity is preferred.

Preferred certifications

• ITIL Foundation certification is an advantage.
• CompTIA Network+, CCNA, or a similar entry-level networking certification is beneficial.

Professional strengths

• Effective verbal and written communication.
• Ability to stay composed and perform under pressure during outages and incidents.
• Strong reporting and documentation ability.
• High attention to detail.
• Comfort working in a shift-based 24/7 setup.
• Ability to coordinate well with L2/L3 teams and other stakeholders.
• Accuracy in following instructions, procedures, and escalation routes.

Core competencies

• Ownership and accountability.
• Careful attention to detail.
• Analytical and problem-solving approach.
• Customer-focused mindset.
• Team collaboration.
• Clear communication and coordination.
• Discipline and punctuality.
• Commitment to continuous improvement.