NOC Engineer

Job Overview

We are seeking a detail-oriented, proactive, and dependable NOC Engineer to support the continuous availability, stability, and performance of our core network infrastructure, servers, and cloud systems. The successful candidate will work as part of the Network Operations Center and serve as the first or second line of defense when service interruptions, network outages, infrastructure alarms, or performance degradation occur. This role requires strong analytical thinking, disciplined incident handling, clear communication, and the ability to remain composed while responding to business-critical technical issues.

As a NOC Engineer, you will continuously monitor technology environments, investigate alerts, perform initial diagnostics, resolve incidents within the scope of established procedures, and escalate complex problems to the appropriate engineering teams. You will help ensure high availability and minimal downtime by identifying abnormal behavior early and coordinating an effective response. You will also maintain accurate operational records, communicate incident status to relevant stakeholders, and contribute to improvements in monitoring coverage and support procedures.

Key Responsibilities

• Monitor core network infrastructure, servers, and cloud systems to identify outages, service degradation, capacity concerns, availability risks, and abnormal operational behavior.
• Review incoming alerts and determine their severity, business impact, urgency, and potential relationship to other active infrastructure events.
• Serve as the first or second line of technical support for network and infrastructure incidents, following documented diagnostic and recovery procedures.
• Investigate connectivity failures, latency, packet loss, resource constraints, server availability issues, and cloud service interruptions using available operational information.
• Perform initial troubleshooting, isolate probable causes, implement approved corrective actions, and validate that affected services have returned to normal operation.
• Create, update, prioritize, and manage incident records with complete details, including symptoms, timestamps, diagnostic actions, business impact, resolution steps, and escalation history.
• Escalate unresolved or high-impact incidents to senior engineers, infrastructure teams, service owners, cloud teams, or third-party providers within defined response timelines.
• Coordinate technical communication during outages and provide accurate, concise, and timely status updates to internal stakeholders and support teams.
• Track incidents through resolution and ensure that monitoring alerts are cleared only after service health and operational stability have been confirmed.
• Support planned maintenance activities by monitoring system behavior before, during, and after approved changes to identify unexpected service impact.
• Follow operational procedures, escalation matrices, change controls, security requirements, and service-level commitments while handling production systems.
• Maintain shift handover notes so that active incidents, recurring alerts, pending actions, and operational risks are clearly communicated to the next support team.
• Identify recurring infrastructure problems and provide relevant evidence for root-cause analysis, preventive action, and long-term service improvement.
• Assist in improving alert quality by reporting false positives, missing thresholds, duplicated notifications, and monitoring gaps to the responsible teams.
• Develop and maintain accurate operational documentation, troubleshooting notes, incident checklists, and knowledge articles based on validated resolutions.
• Participate in operational reviews and contribute observations that can improve availability, incident response, resilience, and service reliability.

Required Experience and Capabilities

• Approximately three years of experience in a Network Operations Center, infrastructure operations, technical support, or a comparable production support environment.
• Practical understanding of core network infrastructure and the ability to investigate common availability, connectivity, and performance problems.
• Experience monitoring server environments and evaluating operational symptoms that may indicate service failure, resource pressure, or degraded performance.
• Experience supporting or monitoring cloud systems and coordinating investigation when cloud-hosted services become unavailable or perform below expectations.
• Demonstrated ability to interpret alerts, prioritize incidents, collect diagnostic information, and follow structured troubleshooting procedures.
• Strong attention to detail when documenting incident activity, recording technical observations, and communicating operational status.
• Ability to distinguish between isolated alerts and broader incidents that may affect multiple systems, services, or business users.
• Clear written and verbal communication skills, including the ability to explain technical conditions and business impact to different stakeholder groups.
• Ability to work effectively in a process-driven environment where accuracy, ownership, responsiveness, and timely escalation are essential.
• Willingness to support rotational shifts, weekends, holidays, or after-hours operations when required to maintain continuous service coverage.
• Ability to collaborate with engineering teams, service owners, support groups, cloud teams, and external providers during incident investigation and recovery.

Preferred Qualifications

• A bachelor's degree or diploma in computer science, information technology, electronics, telecommunications, or a related discipline is preferred.
• Previous experience working with high-availability infrastructure or business-critical production services is advantageous.
• Familiarity with incident prioritization, escalation practices, operational handovers, maintenance coordination, and post-incident review processes is desirable.
• A customer-focused mindset with a strong sense of accountability for service restoration and operational continuity.

Success in This Role

Success will be measured by the engineer's ability to detect service risks promptly, respond to alerts consistently, reduce unnecessary delays during incident handling, maintain high-quality documentation, and coordinate effective escalation. The ideal candidate takes ownership of assigned events, communicates clearly, follows established controls, and remains focused on restoring stable service as quickly and safely as possible. This position offers an opportunity to work across network infrastructure, servers, and cloud systems while contributing directly to service availability and the continuous improvement of operational support.