NOC Engineer

About Position:

We are seeking a proactive and customer-focused L1 NOC   Engineer to join our Network Operations Center team. The L1 NOC Engineer serves as the first point of contact for customers and internal users, responsible for monitoring business-critical platforms, handling support tickets, performing first-level troubleshooting, and ensuring timely escalation of complex issues. The ideal candidate will have hands-on experience in IT support, network operations, monitoring tools, and incident management processes.

This role is critical in maintaining service availability, ensuring SLA compliance, and delivering excellent customer support experience across multiple Info Vista product lines, including Vista Test, Vista View, TEMS, Planet, Hammer, and internal IT services.

Role: NOC Engineer

Location:

All Persistent Location

Experience:

3 to 7 years
Job Type: Full-Time Employment

What You'll Do:

Receive, log, categorize, and assign supporter quests received through ticketing portals, email, and phone channels.
Perform accurate incident severity classification (P1, P2, P3, P4) based on established guidelines.
Provide first-level troubleshooting and resolution using runbooks, knowledge base articles, and standard operating procedures.
Achieve and maintain First Call Resolution (FCR) targets for assigned incidents.
Ensure all tickets contain detailed, accurate, and timely updates throughout their lifecycle.
Manage support cases across all supported product lines and internal IT services.
Maintain ownership of tickets until resolution or successful handover to the appropriate resolver group.
Perform continuous monitoring of production environments, platforms, applications, and integrations.
Monitor dashboards and alerting systems to identify service disruptions, performance degradation, and anomalies.
Acknowledge and triage alerts within agreed response time objectives.
Investigate alerts, correlate related incidents, and initiate appropriate response actions.
Create and manage incidents generated through monitoring tools.
Follow documented runbooks for alert validation and incident response.
Identify false-positive alerts and recommend monitoring improvements.
Escalate incidents beyond L1 support scope to L2/L3 teams, including Product Support, Infrastructure, Network, and SRE teams.
Provide complete and accurate escalation notes, including troubleshooting performed, logs collected, and customer impact details.
Track escalated incidents and ensure timely acknowledgment by resolver teams.
Coordinate with internal stakeholders to accelerate service restoration.
Immediately trigger major incident processes for critical (P1) incidents.
Ensure high-priority (P2) incidents are escalated within defined SLA timelines.
Maintain professional communication with customers and internal stakeholders throughout the incident lifecycle.
Provide timely and accurate status updates according to communication SLAs.
Document incident timelines, actions taken, troubleshooting activities, and resolution details.
Prepare detailed shift handover reports and operational notes.
Maintain accurate ticket documentation to support audits and knowledge sharing.
Participate in daily operational reviews and shift transition meetings.
Support planned maintenance activities and release deployments by monitoring system health and performance.
Perform routine operational checks and platform validation activities.
Execute predefined operational tasks and runbook-driven activities.
Assist with SaaS platform health checks and service verification.
Support cloud infrastructure monitoring activities within AWS and GCP environments.
Respond to internal IT helpdesk requests and operational queries.
Stay informed about service-impacting changes, ongoing incidents, and maintenance activities.

Expertise You'll Bring:

2–5 years of experience in a Network Operations Center (NOC), Helpdesk, IT Operations, Technical Support, or Production Support environment.
Hands-on experience with ITSM and ticketing tools such as Service Now, Jira, Azure Dev Ops, Salesforce, or similar platforms.
Familiarity with monitoring and alerting tools including Datadog, Grafana, Pager Duty, Nagios, Zabbix,…