GNOC Engineer – Global Network Operations Center

Position Summary:

The GNOC Engineer supports 24x7 infrastructure monitoring and Tier 1 incident response for Insight Globals global IT footprint. This role ensures timely detection, triage, and resolution of network and infrastructure alerts through standardized SOPs. Operating from the Global Delivery Center in Hyderabad, the engineer collaborates closely with the Atlanta-based operations team to maintain uptime, execute low-risk changes, and provide daily infrastructure health reporting.

Key Responsibilities:

• Monitor network, cloud, and endpoint systems using platforms like ThousandEyes, Meraki, and Azure Monitor
• Triage alerts, perform basic remediation using runbooks, escalate complex issues as needed
• Execute approved, low-risk changes (e.g., DNS updates, port activations)
• Conduct daily backup checks, patch validations, and health audits for on-prem and cloud infrastructure
• Perform compliance checks and remediation on endpoint devices
• Reconcile asset/config data in CMDB and generate compliance reports
• Collaborate with onshore teams for shift handovers and incident follow-through
• Maintain detailed logs and contribute to COE reports for incident reviews
• Participate in continuous process improvement and tool integration

Key Performance Indicators (KPIs):

• Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR)
• SLA adherence for incident triage and escalations
• Accuracy of daily health checks and backup validations
• SOP compliance and update frequency
• Infrastructure alert-to-incident conversion via ServiceNow

Qualifications:

Education:

• Bachelor's in Computer Science, IT, Engineering, or equivalent
• ITIL Foundation Certification (preferred)

Experience:

• 24 years in infrastructure or NOC operations
• Familiarity with Meraki, ThousandEyes, ServiceNow, or similar platforms
• Experience in 24x7 monitoring environments
• Exposure to cloud infrastructure (Azure/AWS) a plus

Technical Skills:

• Windows, MacOS based endpoint devices
• Windows and Linux Servers
• Network and system alerting tools (ThousandEyes, SolarWinds, Azure Monitor)
• ServiceNow or equivalent ITSM system
• Basic scripting or automation experience (PowerShell, Python)
• Understanding of backup systems, patching, and compliance tools

Soft Skills:

• Strong troubleshooting and documentation skills
• Team-oriented with cross-regional communication comfort
• Ability to work in shifts (including weekends/night coverage)
• Attention to detail and process discipline