NOC Engineer - Enterprise Operations

Role Summary

Core Operations

• Monitor enterprise platforms and operate Site24x7 and other monitoring products, dashboards, consoles, probes, agents, and alert queues.
• Validate alerts, perform approved first-line diagnostics and recovery actions, capture evidence, confirm restoration, and escalate when specialized support is required.
• Create and manage BMC Service Management, BMC Helix, or BMC Remedy incidents, service requests, events, and related support records.
• Categorize and prioritize tickets, maintain work notes, track resolution within SLA, provide high-priority updates, and close tickets after verification.
• Complete shift handovers and prepare operational reports covering active alerts, incidents, vendor responses, planned changes, risks, and follow-ups.

Monitoring and Troubleshooting

• Monitor website and application uptime, APIs, SSL certificates, DNS, synthetic transactions, response times, content checks, and HTTP errors.
• Monitor network availability, interfaces, latency, packet loss, bandwidth indicators, device health, and connectivity alarms.
• Monitor Windows Server and Windows 10/11 health, services, event logs, CPU, memory, disk capacity, processes, tasks, authentication, and applications.
• Use TCP/IP, DNS, DHCP, routing, switching fundamentals, standard diagnostic utilities, and approved scripts for basic troubleshooting.
• Coordinate with application, web, database, cloud, network, storage, cybersecurity, vendor, and end-user teams for specialist resolution.

Improvement and Documentation

• Raise and follow vendor cases with technical details, business impact, logs, screenshots, timestamps, troubleshooting completed, and case references.
• Update SOPs, runbooks, knowledge articles, escalation details, troubleshooting guides, and known-error documentation.
• Support threshold, alert-rule, dashboard, notification, escalation-workflow, service-onboarding, integration, and automated health-check improvements.
• Contribute to SLA, KPI, MTTA, MTTR, ticket-aging, alert-volume, recurring-incident, and service-availability reporting.
• Identify alert noise, false positives, monitoring gaps, and process issues and suggest improvements to diagnosis and restoration time.

Technical Skills

• Site24x7, engine-based monitoring products, ManageEngine OpManager, AppDynamics, or equivalent enterprise monitoring platforms.
• BMC Service Management, BMC Helix, or BMC Remedy ticketing and ITIL incident, problem, change, event, service-request, and knowledge processes.
• TCP/IP, DNS, DHCP, NAT, VPN, ports, protocols, subnetting, routing, switching, LAN/WAN, latency, packet loss, and connectivity validation.
• Windows Server, Windows 10/11, services, event logs, performance, storage, processes, scheduled tasks, authentication, and remote support.
• HTTP/HTTPS, URLs, DNS resolution, SSL/TLS certificates, APIs, response codes, synthetic transactions, content checks, and basic log interpretation.
• Microsoft Excel, Word, PowerPoint, email, collaboration tools, dashboard interpretation, ticket reporting, and operational documentation.
• PowerShell, Python, batch scripting, SQL, APIs, and monitoring-to-ticketing automation are preferred.

Education and Certifications

• Bachelor's degree or diploma in Computer Science, Information Technology, Computer Engineering, Electronics, or a related field.
• ITIL Foundation certification is preferred.
• CompTIA Network+, Cisco CCNA, BMC Helix or Remedy, Microsoft, cloud, or monitoring certifications and training are preferred.

Experience Requirements

• 2–4 years of experience in enterprise NOC, infrastructure monitoring, application support, service desk, or technical operations.
• Hands-on experience monitoring websites and applications continuously in a 24x7 environment.
• Experience with enterprise monitoring dashboards, BMC or comparable ITSM platforms, incident handling, alert escalation, SLA tracking, and shift handover.
• Basic troubleshooting experience across TCP/IP, DNS, DHCP, Windows Server, and Windows 10/11 environments.
• Experience coordinating with internal support teams or external vendors for incident resolution.
• Experience in highly available or business-critical environments is preferred.

Shift Requirements

• Willingness and ability to work rotating shifts, including nights, weekends, and public holidays.
• Maintain punctual attendance, full operational attention, disciplined handover, and continuous monitoring coverage throughout assigned shifts.

Core Competencies