NOC Engineer

Abu Dhabi

Notice

Experience

Seniority Level

Engagement Type

1. Role Purpose

2. Key Responsibilities

• Monitor all production infrastructure, network, application, and security alerts on a 24x7 rotational shift basis using the consolidated NOC console.
• Perform first-response triage on every alert, classify severity per the defined matrix, and execute documented runbook actions.
• Open, update, and own incidents in the ITSM platform with accurate categorization, impact, urgency, and CI linkage.
• Escalate incidents to the correct L2/L3 owner within agreed escalation timelines, ensuring no SLA breach.
• Drive Major Incident Management (MIM) protocols-bridge calls, status updates, stakeholder communication, and clinical-impact reporting.
• Track and report on SLA performance for incidents, change windows, and service requests handled in shift.
• Produce shift handover reports capturing open incidents, ongoing changes, watch items, and pending escalations.
• Coordinate planned maintenance and change windows-pre-checks, freeze monitoring, post-change validation, and CAB updates.
• Validate and acknowledge backup job completion, replication health, and DR sync status across the estate.
• Run routine health checks (heartbeat, capacity, performance thresholds, certificate expiry, DR sync) at start of every shift.
• Engage vendors and OEMs (Microsoft, Cisco, Dell, HPE, etc.) for hardware faults, RMA, and support ticket follow-through.
• Maintain the operational dashboard, alarm console, and event correlation rules in coordination with the monitoring engineering team.
• Tune noise and false positives in monitoring tools; recommend new monitors based on incident trends.
• Produce daily, weekly, and monthly operational reports-incident volumes, SLA performance, MTTR, MTBF, top alarms.
• Support audit and compliance evidence-alert logs, ticket trails, MIM call recordings, and shift logs.
• Comply with information security policies, ADHICS controls, and operational change-freeze instructions during clinical events.

3. Technical Responsibilities

• Operate enterprise monitoring tools-SolarWinds, PRTG, Zabbix, Nagios, Datadog, ScienceLogic, or equivalent.
• Read and interpret SNMP traps, Syslog, WMI, NetFlow, and application telemetry.
• Operate ITSM tools-ServiceNow, BMC Remedy-for incident, problem, change, and request management.
• Use SIEM consoles (Splunk, Sentinel, QRadar) for first-line security event triage in coordination with the SOC.
• Run basic Wintel / Linux command-line diagnostics-service status, disk, memory, CPU, network reachability.
• Run network diagnostics-ping, traceroute, MTR, interface counters, port flap analysis, basic packet capture review.
• Validate backup and replication tools-Veeam, Commvault, Rubrik, Zerto, ASR.
• Operate ticketing automation, alert routing, and on-call scheduling tools (PagerDuty, Opsgenie).
• Build and maintain dashboards, reports, and shift KPIs.
• Execute runbooks for common failure scenarios-file system full, service down, link flap, certificate expiry, AD replication, AlwaysOn failover.

4. Compliance and Governance Responsibilities

• Ensure every monitored event is captured in the ticketing system and retained per ADHICS log-retention requirements.
• Treat all PHI and clinical-system events with confidentiality; never disclose patient or clinical data outside authorized channels.
• Maintain integrity of monitoring logs, alert evidence, and shift handovers for audit support.
• Operate strictly within RBAC-no use of privileged accounts beyond the role scope; integrate with the PAM platform for any elevated access.
• Produce audit evidence on demand-alert volumes, SLA reports, MIM logs, change-window monitoring evidence.
• Report any suspected security event to the SOC immediately as per the defined escalation matrix.
• Never disable or bypass monitoring rules without an approved change record.
• Support cybersecurity governance reviews-alert tuning logs, false-positive trends, and detection coverage gaps.

5. Required Technical Skills

• Strong familiarity with NOC monitoring and alarming tools
• ITSM operations-ServiceNow / Remedy
• Basic Windows and Linux administration
• Networking fundamentals-TCP/IP, routing, switching, firewalls
• Familiarity with virtualization platforms (VMware, Hyper-V, Nutanix)
• Familiarity with backup, DR, and replication tools
• Knowledge of cloud monitoring (Azure Monitor, AWS CloudWatch)
• SIEM first-line triage
• Strong reporting and dashboarding ability
• Understanding of ITIL incident, problem, and change processes

6. Required Experience

• Minimum 4 years of NOC, command center, or 24x7 service operations experience.
• Hands-on experience working in a multi-vendor enterprise environment.
• Healthcare, banking, telecom, government, or critical-infrastructure exposure preferred.
• Experience operating in an ITIL-based environment with formal SLA and escalation matrices.
• Comfortable working rotational shifts including nights, weekends, and public holidays.

• ITIL 4 Foundation

• CompTIA Network+ or Cisco CCNA

• Microsoft Certified: Azure Fundamentals (AZ-900)

• VMware vSphere Foundations or VCTA
• Vendor-specific monitoring tool certification (SolarWinds, Datadog, etc.)
• ITIL 4 Specialist (Monitor, Support, and Fulfil)
• ADHICS awareness training

8. Education Requirements

• Bachelor's degree or recognized diploma in Computer Science, IT, Networking, or related field.
• Equivalent technical training and substantial NOC experience may be considered.
• 📩 Interested candidates can share their CVs at shaloo.rani@dautom.com or connect with

Shaloo Rani