NOC Engineer - Enterprise Operations

Role Summary

NOC Engineer will be responsible for continuous enterprise-wide monitoring and first-line operational support across websites applications network devices Windows servers cloud services and end-user platforms The role requires hands-on operation of engine-based monitoring products and Site
24x7 rapid validation and escalation of alerts accurate BMC ticket management adherence to ITIL processes basic network and Windows troubleshooting vendor coordination shift reporting and disciplined handover The position supports high availability performance reliability and timely restoration of business services in a 24x7 enterprise environment

• Continuously monitor enterprise websites applications APIs network devices Windows servers cloud services and critical business platforms across assigned shifts Operate engine-based monitoring products and Site
  24x7 dashboards consoles probes agents and alert queues on a hands-on basis Monitor service availability response time transaction performance CPU memory disk interfaces processes services and other defined health indicators Acknowledge alerts promptly and follow documented procedures runbooks maintenance calendars and escalation matrices Identify monitoring tool failures disconnected agents stale data disabled checks and dashboard anomalies and elevate or correct them as authorized Maintain awareness of planned changes maintenance windows known issues and business-critical periods that may affect alert handling

• Validate alerts to determine whether they are genuine duplicate expected transient or related to an approved maintenance activity Perform first-line diagnostics using approved checks for connectivity DNS URLs ports Windows services processes event logs resource usage and application availability Attempt documented recovery actions such as service checks approved restarts cache or connection validation and basic remediation within assigned authority Capture timestamps screenshots logs error messages performance data and troubleshooting evidence before escalation Confirm service recovery through monitoring tools and user or technical-team validation before recommending ticket closure Escalate immediately when service impact alert severity business criticality or troubleshooting results require specialized support

• Create and manage incidents service requests events and related support records in BMC Service Management BMC Helix BMC Remedy Categorize and prioritize tickets accurately based on impact urgency affected service configuration item and enterprise standards Maintain complete work notes covering alert details checks performed actions taken teams contacted updates received and restoration evidence Track assigned and escalated tickets until resolution ensuring follow-up within SLA and timely reassignment when ownership changes Provide regular updates for high-priority incidents and immediately notify the NOC Lead of potential Priority 1 or Priority 2 events Close tickets only after resolution verification correct categorization meaningful closure notes and required stakeholder confirmation

• Use Site
  24x7 or equivalent platforms to monitor website and application uptime page response API availability SSL certificate validity DNS resolution and synthetic transactions Investigate HTTP errors timeout conditions slow response failed content checks certificate alerts and transaction failures using approved procedures Compare alert behaviour across locations probes dependencies and time periods to support accurate diagnosis and escalation Coordinate with application web database cloud and vendor teams when faults require second-line or specialist support Document recurring website or application failures and provide evidence for problem management and monitoring enhancement

Bachelor s degree or diploma in Computer Science Information Technology Computer Engineering Electronics or a related field

• ITIL Foundation certification CompTIA Network or Cisco CCNA certification BMC Helix BMC Remedy user or administration training Microsoft Windows Server Azure Fundamentals AWS Cloud Practitioner or equivalent certification Site
  24x7 Solar Winds PRTG Manage Engine App Dynamics or equivalent monitoring training or certification

• 2-4 years of experience in enterprise NOC infrastructure monitoring application support service desk or technical operations Hands-on experience monitoring websites and applications in a continuous 24x7 environment Practical familiarity with engine-based monitoring products Site
  24x7 and enterprise monitoring dashboards Experience using BMC Service Management or a comparable ITSM ticketing platform
  
  Working experience with incident handling alert escalation SLA tracking shift handover and operational reporting Basic troubleshooting…