Senior NOC Engineer

Senior NOC Engineer

Senior NOC Engineer serves as a critical first responder for enterprise technology incidents, overseeing real‑time monitoring, management, and support of our customers' network and infrastructure environments in a fast‑paced, high‑pressure 24x7 environment. The role ensures maximum service availability, performance, and operational stability across mission‑critical systems.

• Act as a first and fast responder to incidents.
• Work, manage, and respond to global incidents, triage and resolve or redirect them within accepted SLAs.
• Open tickets and continuously monitor alerts generated by tools to resolve incidents before customers are aware.
• Interact frequently with technical support, service provisioning, and customer teams, providing clear and concise communication.
• Lead Incident Management calls during impacting production events.
• Participate in off‑hours on‑call rotating shifts.

• Ability to work on multiple priorities and projects simultaneously.
• Excellent listening and communication skills, both verbal and written.
• Strong customer relationship skills.
• Organized, detail‑oriented, and self‑motivated.
• Ability to provide and maintain detailed documentation on each ticket.
• Strong computer skills and effective communication via e‑mail.
• Advanced networking configurations knowledge.
• Advanced experience with Windows Operating Systems.
• Ability to maintain contact with customers through ticket completion.
• Problem‑solving abilities and meeting reasonable deadlines.
• Ability to build positive and collaborative relationships.
• Advanced technical skills with the ability to learn new skills quickly.

• Adaptability to a constantly changing high‑stress environment.
• Excellent customer service skills.
• Working knowledge of Microsoft Windows Server environments (2008 and newer), including Active Directory, Group Policy, DNS, DHCP, Windows Services, Event Viewer, and server troubleshooting.
• Experience monitoring and supporting enterprise server infrastructure, physical servers, virtual machines, storage platforms, and business‑critical applications.
• Familiarity with virtualization technologies such as VMware vSphere, Hyper‑V, and virtual machine lifecycle management.
• Experience with enterprise monitoring, alerting, and ITSM platforms such as Solar Winds Orion, Service Now, Opsgenie, Pager Duty, or similar tools.
• Ability to analyze server, application, and infrastructure alerts and coordinate resolution efforts with engineering and support teams.
• Working knowledge of Microsoft Active Directory, user account administration, authentication services, and basic identity management concepts.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, routing, switching) to troubleshoot connectivity issues.
• Familiarity with enterprise technologies including Citrix, load balancers, storage systems, backup platforms, and cloud‑hosted infrastructure.
• Experience supporting incident management processes, major incident, event correlation, escalation procedures, and operational response activities within a 24x7x365 environment.
• Exposure to automation, scripting, CI/CD tools, and operational tooling is desirable.
• Strong troubleshooting, analytical, and communication skills during high‑severity outages, service disruptions, and time‑sensitive incidents.

Bachelor's degree or equivalent working experience, 5‑10 years of experience supporting enterprise IT operations within a NOC/E‑NOC, service desk, infrastructure operations or similar technical support environment. Experience supporting major incident processes, outage management, escalation procedures, and service restoration activities. Demonstrated experience monitoring, troubleshooting, and supporting enterprise server, network, cloud, and application infrastructure in a 24x7x365 environment. Strong analytical, organizational, and communication skills, with the ability to perform effectively in high‑pressure situations and rapidly changing operational environments.