NOC Shift Lead: Systems & Infra Monitoring

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Join a leading global IT solutions provider trusted by some of the world’s most recognized and innovative organizations. The business has expanded across the globe with a team of thousands of IT professionals. Focused on helping clients improve decision-making, drive operational efficiency, and gain a competitive edge, the organization combines world-class talent, clear vision, and innovative technology to deliver impactful solutions.

With creativity at its core, dedicated software and service innovation teams develop best-in-class tools and technologies that create real value for clients worldwide.

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Responsibilities:

Monitoring & Alert Triage (Primary Focus)

• Monitor approved platforms for real-time alerts across facilities, infrastructure, and security domains
• Act as the first layer of defense, rapidly detecting and validating alerts
• Distinguish true incidents from noise, duplicate, or flapping alerts
• Acknowledge alerts within defined response targets and establish ownership

Facility & Critical Infrastructure Alerts

• Respond to and triage facility-related alerts, including but not limited to:
• High temperature and high humidity conditions
• Power failures, power quality fluctuations, and UPS/PDU alarms
• Cooling system alerts (CRAC/CRAH, environmental sensors)
• Water leak detection or environmental deviations
• Assess operational impact and escalate to Facilities, Electrical, or Mechanical teams as required.

Infrastructure & Security Event Monitoring

• Monitor and triage alerts related to:
• Server performance degradation or system failures
• Network connectivity issues or transport failures
• Intrusion Detection Systems (IDS) and Access Control anomalies
• Forced-door, badge, or other security-related alerts impacting operations
• Perform initial investigation and ensure incidents are routed to the appropriate resolver groups with sufficient context.

Incident Management & Escalation

• Log incidents in the ITSM system within defined time targets
• Categorize and prioritize incidents based on impact and urgency
• Follow approved SOPs and runbooks for initial validation and remediation
• Escalate incidents according to defined thresholds and priority rules
• Support Major Incident response by executing assigned roles under Shift Lead direction

Communication & Documentation

• Serve as a primary point of contact for site-level alerts and incidents during assigned shifts
• Maintain clear, concise, and accurate ticket updates throughout the incident lifecycle
• Prepare incident documentation including timelines, actions taken, and resolution details
• Participate in shift handovers to ensure continuity across teams
• Operational Hygiene & Continuous Improvement
• Participate in ticket quality reviews and housekeeping routines
• Identify recurring alerts, noisy signals, and procedural gaps
• Contribute to SOP and runbook updates based on operational experience
• Support trend analysis, problem management inputs, and improvement initiatives

Requirements:

• 2–3 years of experience in a command center, NOC, SOC, service desk, or similar 24×7 operations environment
• Demonstrated ability to triage multiple concurrent alerts and prioritize based on operational risk
• Basic understanding of:
• Data center facilities concepts (power, cooling, environmental monitoring)
• IP networking fundamentals and server infrastructure

Salary:

• $100 per day