(NOC) Engineer/Technician is responsible for ensuring the high availability, performance, and security of a company's cloud-based infrastructure (AWS, Azure, GCP) and network systems. They serve as the first point of contact for technical issues, performing 24/7 monitoring, troubleshooting, and incident response to minimize downtime.
Core Responsibilities
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24/7 Monitoring & Alerting: Continuously watch over cloud infrastructure, network traffic, servers, and applications using monitoring tools to detect and resolve issues proactively.
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Incident Management & Troubleshooting: Diagnose and resolve network, server, and cloud-specific issues within agreed Service Level Agreements (SLAs).
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Escalation: Identify, document, and escalate complex issues to Tier II, Tier III, or engineering teams.
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Maintenance & Updates: Perform patch management, system upgrades, and routine maintenance to maintain system security.
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Documentation: Maintain detailed documentation of incidents, resolutions, and network performance, including generating incident reports.
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Support & Communication: Provide technical support to internal teams and clients, including
Required Skills and Qualifications
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Technical Expertise: Strong understanding of IP networks, cloud platforms (e.g., AWS, Azure, GCP), Linux operating systems, and network troubleshooting tools.
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Experience: Previous experience in a NOC environment or similar IT infrastructure support role is typically required.
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Analytical Skills: Strong problem-solving skills to analyze root causes and fix issues.
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Communication: Excellent verbal and written skills to interact with clients and other IT teams.
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Flexibility: Availability to work in shifts, including nights and weekends (24/7 environment).
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Education: A bachelor’s degree in computer science, information systems, or a related field is often preferred.
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Key Performance Metrics
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System Uptime: Maintaining high availability of network services.
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Time to Resolution: Quickly resolving incidents to minimize business impact.
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Ticket Accuracy: Proper documentation and categorization of incidents.
