Network Operations Center Engineer

Job Summary:

The NOC Engineer is responsible for continuous monitoring, support, and operational management of data centre infrastructure, network services, Application and critical IT systems to ensure maximum availability, performance, and service continuity as per agreed SLA.

The role includes proactive event monitoring, 1st Level troubleshooting, incident and escalation management, ownership of change management activities, and close coordination with internal teams, vendors, and service providers.

Key Responsibilities:

• Monitor and manage IT data centre infrastructure, network devices, servers, applications, and critical services in a 24/7 operational environment.

• Perform proactive monitoring of alarms, alerts, events, and service interruptions through enterprise monitoring tools and dashboards.

• Provide first-level diagnosis, troubleshooting, and resolution for infrastructure, network, and system-related incidents.

• Escalate unresolved incidents to relevant support teams within agreed SLA/OLA timelines and ensure proper follow-up until closure.

• Monitor SIP Trunks, Session Border Controllers (SBCs), and related communication infrastructure to ensure service stability and availability.

• Record, track, and update all incidents, service requests, outages, and actions in the designated ITSM or ticketing system.

• Coordinate with vendors, internal support teams, telecom providers, and third parties for fault isolation and issue resolution.

• Prepare shift handover notes, operational reports, and event logs to ensure continuity across teams.

• Support maintenance activities, upgrades, patching, health checks, capacity tracking, business continuity, and disaster recovery exercises.

• Own and coordinate the operational Change Management process to ensure planned activities are reviewed, implemented, and executed in a controlled manner with minimal impact to production services.