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/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.

• Monitor network availability, interface status, latency, packet loss,…