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Tech Lead - NOC

Knoldus Inc.

Knoldus Inc.

Noida, Uttar Pradesh, India
Posted on Monday, August 28, 2023

About the Position

  • As a part of the NOC team, the NOC Engineer provides monitoring of network and system security, performance, and backup processes. The NOC Operator will utilize monitoring, alerting, and ticketing tools; utilize, maintain, and expand the knowledgebase; must be able to troubleshoot, report on and escalate issues when necessary. This position will require shift work to include nights, weekends, and holidays - to support client’s 24×7×365 data centers

What you will do

  • Responsible for managing and coordinating the NOC team.
  • Point of contact for all NOC escalations, both external and internal.
  • Proactively monitor data and communications networks to ensure 24x7 operation and that networks are available to all system users.
  • Document and resolve data communication problems.
  • Develop and follow troubleshooting procedures in an effort to resolve problems.
  • Contact users to correct and maintain network operations.
  • Escalate problems as needed to an engineering staff.
  • Records daily network statistics.
  • Open, update, and close trouble tickets.
  • Coordinate installation of communications equipment.
  • Respond to alerts/alarms according to Standard Operating Procedure.
  • Oversee the incident management process and team members involved in resolving the incident.
  • Responding to a reported incident, identifying the cause, and initiating the incident management process.
  • Prioritizing incidents according to severity guidelines
  • Collaborating with the incident management team to ensure that all protocols are followed.
  • Logging and updating all incidents and their resolutions.
  • Adjusting Incident process as required to ensure effectiveness.
  • Root Cause Analysis
  • Produce executive-level major incident management reports.
  • May be contacted occasionally to work after hours in the event of an emergency or escalation.
  • Other duties as assigned.

What you should have

  • At least 7 years of experience in NOC/Help Desk/ISP environment.
  • Demonstratable hands-on experience of Windows and Linux (Ubuntu preferred) Server operating systems.
  • Strong experience supporting and monitoring applications, network systems, servers, or storage in an enterprise environment.
  • Strong written, verbal, and interpersonal communication skills, with the ability to communicate clearly with personnel in high-stress situations.
  • 7+ years of experience in incident management.
  • Experience working within ITSM framework (Incident, Problem, Change, CMDB).
  • Should have experience working with the Service-Now tool.
  • Experience with Datacenter Technologies including Public Cloud such as GCP.
  • Familiarity with Java/Front-end/Mobile tech stack is an added advantage.
  • Should be familiar with Cloud Services and know how to connect to them.
  • Good Debugging skills to identify problems and replicate them.
  • Good at analyzing logs and able to detect problems.
  • Should be able to suggest automation and approach to solve recurring problems.
  • Demonstrated skills in data management and problem-solving.
  • Prefer to have experience in the Digital retail domain (Pharmacy, Grocery, others).
  • People leadership and direction experience. For example: shift scheduling, disciplinary, hiring, etc.
  • Combined features of Team Player and ability to work independently in an unstructured environment.
  • Must be a self-starter and keen to explore new solutions.
  • Highly motivated to work on large and complex systems.
  • Strong problem-solving, analytical, and time management skills