NOC Engineer with Incident Management Experience

Job Title: NOC Engineer with Incident Management Experience

Job Summary:

We are seeking a highly skilled Network Operations Center (NOC) Engineer with strong expertise in network monitoring, incident management, and troubleshooting. The ideal candidate will act as a bridge between Level 1 and Level 2 support (L1.5 role), capable of independently handling network incidents, triaging critical alerts, and performing initial troubleshooting of infrastructure and application issues. The role involves extensive use of monitoring tools, effective triaging, and communication with L2 teams for escalations. Knowledge of ITSM tool, preferably ServiceNow

Mandatory Skills: NOC Experience, SolarWinds

Key Responsibilities:

• Network and Systems Monitoring:
  
  • Monitor network devices, servers, virtual machines, applications, and Network links using tools like SolarWinds and other monitoring platforms.
    
  • Continuously monitor dashboards and take ownership of alerts and tickets as they arise.
    
• Incident Management:
  
  • Manage P1 and P2 incidents with immediate response, triage, troubleshooting, and escalation as required.
    
  • Act as an Incident Manager during critical outages by opening bridge calls, collaborating with stakeholders, and updating key personnel every 15 minutes or as per SLAs.
    
• Troubleshooting and Issue Resolution:
  
  • Perform initial troubleshooting for switches, routers, access points, SD-WAN links, firewalls, and server/storage issues.
    
  • Gather logs, analyze root causes, and provide initial fixes wherever possible.
    
  • Engage in basic configuration tasks like VLAN adjustments or interface checks where permitted.
    
  • Coordinate with L2 and L3 teams for unresolved issues and share comprehensive troubleshooting data.
    
• Tools and Integration Management:
  
  • Utilize and manage alerts from integrated ticketing systems like BMC Remedy, ServiceNow (Mandaotry), etc.
    
  • Ensure accurate categorization and prioritization of alerts in accordance with SLAs.
    
• Collaboration and Documentation:
  
  • Communicate effectively with on-site IT teams, vendors, and other support teams globally.
    
  • Document procedures, troubleshooting steps, and maintain knowledge bases.
    

Required Skills and Experience:

• Monitoring Tools: Strong experience with SolarWinds (Mandatory), Cisco vManage (SD-WAN), and other monitoring tools like PRTG, Dynatrace, and SCOM.
  
• Network Devices: Basic understanding of Cisco switches, routers, VLANs, and network configurations.
  
• Diagnostics: Knowledge of SNMP, ICMP, command-line tools (ping, traceroute, SSH), and STP/BGP diagnostics.
  
• Troubleshooting: Ability to diagnose and troubleshoot common issues like interface errors, link flapping, latency issues, high disk utilization, and hardware failures.
  
• Incident Management: Experience handling P1/P2 incidents, managing bridge calls, and coordinating with vendors as per ITIL standards.
  

Qualifications:

• Bachelor’s degree in Engineering.
  
• Relevant certifications such as CCNA, CCNP, ITIL (preferred).
  
• 4+ years of experience in NOC environments with exposure to both network and infrastructure monitoring.