Associate - Network Operations Center (NOC) Support Engineer

Job Overview

The NOC Support Engineer will be part of a 24×7 Network Operations Center team responsible for actively overseeing the availability and performance of IT infrastructure components including servers, network devices, cloud platforms, applications, databases, and enterprise systems. Their mission is to detect, analyze, and promptly respond to incidents to reduce downtime and uphold service quality agreements.

Key Responsibilities

• Use enterprise monitoring tools to track performance and health of servers, network equipment, applications, cloud services, databases, and storage systems.
• Continuously observe system uptime, resource usage, capacity, and overall service condition.
• Validate alerts and events to discern actual problems from false alarms.
• Conduct initial troubleshooting and evaluate the impact of incidents.
• Log, update, and manage incident tickets through IT Service Management platforms.
• Escalate issues to specialist teams based on service-level agreements and escalation processes.
• Track key infrastructure metrics such as CPU load, memory use, disk space, network status, application responsiveness, and URL access.
• Coordinate with teams specializing in infrastructure, network, cloud, database, security, and applications to resolve incidents efficiently.
• Participate in serious incident handling, including bridge calls and communication flow.
• Generate daily reports detailing operational status, monitoring insights, shift handovers, and dashboard analytics.
• Maintain and update documentation including SOPs, runbooks, and knowledge base resources.
• Follow organizational standards for monitoring, security policies, and operational procedures.
• Contribute to continuous improvement efforts aimed at monitoring efficacy, alert management, and operational workflows.
• Communicate and escalate critical issues to stakeholders in a timely manner.
• Operate effectively in a 24×7 shift schedule to support continuous business operations.

Candidate Qualifications

• Bachelor’s degree in Computer Science, IT, Information Systems, Telecommunications, Engineering, or a related field.
• Professional certifications in IT operations or infrastructure monitoring are advantageous.
• Minimum of five years’ experience in a NOC, IT monitoring, operations, or technical support role.
• Familiarity with enterprise monitoring solutions like SolarWinds, Dynatrace, Zabbix, BMC Helix, SiteScope, or PRTG.
• Hands-on knowledge of ITSM tools such as ServiceNow, ManageEngine, or Jira.
• Working understanding of both Windows and Linux OS environments.
• Basic networking knowledge, including TCP/IP, DNS, DHCP, routing, switching, WAN, and LAN concepts.
• Exposure to cloud platforms like Microsoft Azure, AWS, Oracle Cloud Infrastructure, or Google Cloud Platform.
• Understanding of virtualization technologies and enterprise infrastructure.
• Knowledge of ITIL processes related to incident, problem, event, and change management.
• Skills in alert monitoring, event correlation, incident detection, and reporting.
• Strong analytical thinking, troubleshooting ability, effective communication, and thorough documentation skills.
• Capability to prioritize multiple incidents in a fast-moving operational setting.
• Readiness to work in shift-based 24×7 operational scenarios.

Personal Attributes

• Excellent problem-solving and analytical skills.
• Detail-oriented with high accuracy.
• Customer-centered approach with dedication to quality service delivery.
• Strong verbal and written communication abilities.
• Collaborative spirit and team player mindset.
• Ability to perform effectively under pressure managing critical situations.
• Accountable and responsible for assigned duties.
• Good organization and time management skills.
• Adaptable and keen on learning evolving technologies and processes.
• Proactive in detecting issues, monitoring, and suggesting improvements.