Work In Tech

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