Network Operations Center Engineer

Role Summary

The NOC Engineer is responsible for 24x7 monitoring, administration, and operational support of enterprise network and infrastructure environments. The role emphasizes proactive monitoring using Site24x7, effective incident and service management through ITSM tools, and rapid response to ensure high availability, performance, and service continuity in line with SLAs.

Key Responsibilities

Monitoring & Alert Management (Site24x7)

• Monitor network devices, servers, cloud resources, applications, and URLs using Site24x7.
• Configure thresholds, alerts, dashboards, and reports to proactively detect performance and availability issues.
• Analyze alerts, suppress false positives, and fine-tune monitoring to improve signal-to-noise ratio.

Incident & Service Management (ITSM)

• Log, categorize, prioritize, and resolve incidents using ITSM tools (ServiceNow, Freshservice, Remedy, Jira Service Management, etc.).
• Ensure incidents and service requests are handled within defined SLAs and OLAs.
• Perform escalations to L2/L3 teams and vendors as per escalation matrices.

Network Operations & Administration

• Perform L1/L2 troubleshooting for LAN, WAN, VPN, routing, switching, and firewall-related issues.
• Support network configuration changes, patching, and maintenance following change management processes.
• Validate network stability post-change and during maintenance windows.

Problem, Change & Availability Management

• Assist in root cause analysis (RCA) and problem management activities.
• Participate in change management, including change validation and post-implementation reviews.
• Support availability and capacity management through trend analysis and reporting.

Reporting & Documentation

• Generate operational reports from Site24x7 and ITSM tools (availability, incidents, SLA compliance).
• Maintain SOPs, runbooks, network diagrams, and shift handover documents.

Collaboration & Escalation

• Work closely with SOC, system, cloud, and application teams for coordinated incident response.
• Coordinate with ISPs, OEMs, and service providers for fault resolution.
• Participate in shift rotations, on-call support, and major incident bridges.

Tools & Technologies Required Expertise

Monitoring & Observability

• Site24x7 (mandatory):
• Network monitoring, server monitoring, cloud monitoring

Alert configuration, dashboards, reports