Network Operations Engineer
Current• Incident Management: Conducts initial troubleshooting, problem analysis, and isolation of network and system events following NOC incident management guidelines.• Tier 1 Backend Support: Provides Tier 1 backend troubleshooting and support for all teams, engineers, and systems, ensuring quality, timely, and accurate end-to-end issue resolution via phone, email, and documentation in the ticketing system.• Ticket Management: Accurately enters data into the trouble ticketing system to document problems, diagnostic results, and product correlations, while managing and escalating incidents as necessary.• Change and Incident Handling: Creates and follows up on change requests, incidents, break-fixes, events, and alerts, performing scheduled activities within SLA requirements and ensuring all alerts create tickets in ITSM tools.• Infrastructure Monitoring: Monitors a wide range of infrastructure services, including telecommunications circuits, LAN/WAN networks, routers, switches, firewalls, load balancers, servers, storage, backups, and core applications.• Maintenance Oversight: Tracks and analyzes scheduled network maintenance activities, ensuring consistency with approved times and minimal impact on customers.• System Performance Analysis: Monitors, analyzes, and tracks system faults and hardware performance using all available tools to ensure 24x7 network and service stability.• Customer Service: Provides high-level customer service to internal departments and external customers, resolving issues and acting as the single point of contact for all customer communications and escalations.• Team Collaboration: Maintains ongoing communication within the team and with external stakeholders, keeping all parties informed of relevant issues and resolution steps.• Flexible and Accountable: Works in shifts to provide 24x7 onsite coverage, demonstrates flexibility to work beyond stipulated hours, and is accountable towards business urgency.
