Noc Engineer

Your primary responsibility will be to manage/maintain Client's 24x7 Infrastructure, services and application. You will proactively monitor and resolve application, system or network incidents affecting Client services quickly and ensure maximum availability and performance. You will perform these tasks using various standard tools, internal ticketing systems, and monitoring consoles. You will serve as a coordination point for communications between internal and external customers, engineering teams, and other operations teams during events that affect the site. Manage communication of issues affecting site availability or performance to executive management, internal and external customers. The ideal candidate must have strong communication skills and an eye to automate routine tasks and spot long-term trends in a production environment. The mission of this NOC is to provide 24x7x365 operational and administrative support for clients Entertainment and to manage all incoming and outgoing support requests related to the network and business infrastructure while working with internal and external customers and teams to drive and coordinate issues to resolution within defined SLAs

Job Responsibility

• Performs initial troubleshooting, problem analysis and isolation of network and system events in accordance with NOC incident management guidelines
• Provide Tier 1 backend troubleshooting and support across all teams, engineers and systems.
• Provides quality, timely and accurate end-to-end support of any issues within functional area of responsibility-this includes (but not limited to) phone, email and documentation/tracking of the incident in the ticketing system
• Enters data into trouble ticketing system in an accurate and complete manner to document problems including diagnostic results and multiple product correlation as well as escalation
• Create and follow up to change requests, incidents/Break-fixes, Event, Alerts and perform other scheduled activities within the SLA requirements & Ensure all alerts create tickets within our ITSM tools
• Monitor a wide variety of infrastructure services that include, but are not limited to telecommunications circuits, LAN/WAN/networks, including, routers, switches, firewalls, load balancers, servers, storage, backup, and core applications
• Monitors and tracks scheduled network maintenance activities in applicable tools analyzing the duration and potential impact to customers and ensuring they are consistent with approved times for these activities
• Monitor, analyze and track system faults and hardware performance using all available tools
• Monitor Network & Service stability and performance to ensure 24x7 operations and resolving service impacts as they occur within SLA
• Provide a high level of customer service with internal departments and external customers to resolve issues
• Understands and responds properly to escalation procedure
• Serve as single point of contact for all customer communications and escalations.
• A strong team player who is accountable towards business urgency, work in shifts to provide onsite 24x7 coverage to customer, be flexible to work beyond stipulated hours
• Maintain ongoing communication within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken
• Manage multiple email accounts and respond clearly and professionally
• Provide Tier 1 backend troubleshooting and support across all teams, engineers and systems