About Persistent
We are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what’s next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including 20 Fortune 50 companies and 4 of the 5 top banks in both the US and India, and numerous innovators across the healthcare ecosystem.
Our disruptor’s mindset, commitment to client success, and agility to thrive in the dynamic environment have enabled us to sustain our growth momentum. Persistent has been recognized across top industry platforms for innovation, leadership, and inclusion. We reported $1,654.4M FY26 revenue with 17.4% Y-o-Y growth. We have delivered 24 sequential quarters of growth with $436.0M in Q4 FY26 revenue, up 3.2% Q-o-Q and 16.2% Y-o-Y growth. Our 27,500+ global team members, located in 18 countries, have been instrumental in helping the market leaders transform their industries. We have been recognized as the Fastest Growing IT Services Brand Globally in the 2026 Brand Finance IT Services 25 Report. We named a Leader in the Everest Group Private Equity (PE) Services PEAK Matrix® Assessment 2026 and Software Product Engineering PEAK Matrix® Assessment 2026.
About Position:
We are seeking a proactive and customer-focused L1NOC Engineer to join our Network Operations Center team. The L1 NOC Engineer serves as the first point of contact for customers and internal users, responsible for monitoring business-critical platforms, handling support tickets, performing first-level troubleshooting, and ensuring timely escalation of complex issues. The ideal candidate will have hands-on experience in IT support, network operations, monitoring tools, and incident management processes. This role is critical in maintaining service availability, ensuring SLA compliance, and delivering excellent customer support experience across multiple Info Vista product lines, including Vista Test, Vista View, TEMS, Planet, Hammer, and internal IT services.
Role: NOC Engineer-
Location: All Persistent Location
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Experience: 3 to 7 years
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Job Type: Full-Time Employment
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Mandatory Mention 3 skills: L1 Support, NOC, Telecom
What You'll Do:
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Receive, log, categorize, and assign supporter quests received through ticketing portals, email, and phone channels.
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Perform accurate incident severity classification (P1, P2, P3, P4) based on established guidelines.
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Provide first-level troubleshooting and resolution using runbooks, knowledge base articles, and standard operating procedures.
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Achieve and maintain First Call Resolution (FCR) targets for assigned incidents.
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Ensure all tickets contain detailed, accurate, and timely updates throughout their lifecycle.
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Manage support cases across all supported product lines and internal IT services.
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Maintain ownership of tickets until resolution or successful handover to the appropriate resolver group.
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Perform continuous monitoring of production environments, platforms, applications, and integrations.
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Monitor dashboards and alerting systems to identify service disruptions, performance degradation, and anomalies.
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Acknowledge and triage alerts within agreed response time objectives.
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Investigate alerts, correlate related incidents, and initiate appropriate response actions.
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Create and manage incidents generated through monitoring tools.
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Follow documented runbooks for alert validation and incident response.
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Identify false-positive alerts and recommend monitoring improvements.
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Escalate incidents beyond L1 support scopeto L2/L3 teams, including Product Support, Infrastructure, Network, and SRE teams.
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Provide complete and accurate escalation notes, including troubleshooting performed, logs collected, and customer impact details.
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Track escalated incidents and ensure timely acknowledgment by resolver teams.
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Coordinate with internal stakeholders to accelerate service restoration.
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Immediately trigger major incident processes for critical (P1) incidents.
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Ensure high-priority (P2) incidents are escalated within defined SLA timelines.
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Maintain professional communication with customers and internal stakeholders throughout the incident lifecycle.
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Provide timely and accurate status updates according to communication SLAs.
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Document incident timelines, actions taken, troubleshooting activities, and resolution details.
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Prepare detailed shift handover reports and operational notes.
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Maintain accurate ticket documentation to support audits and knowledge sharing.
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Participate in daily operational reviews and shift transition meetings.
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Support planned maintenance activities and release deployments by monitoring system health and performance.
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Perform routine operational checks and platform validation activities.
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Execute predefined operational tasks and runbook-driven activities.
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Assist with SaaS platform health checks and service verification.
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Support cloud infrastructure monitoring activities within AWS and GCP environments.
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Respond to internal IT helpdesk requests and operational queries.
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Stay informed about service-impacting changes, ongoing incidents, and maintenance activities.
Expertise You'll Bring:
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2–5 years of experience in a Network Operations Center (NOC), Helpdesk, IT Operations, Technical Support, or Production Support environment.
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Hands-on experience with ITSM and ticketing tools such as ServiceNow, Jira, Azure DevOps, Salesforce, or similar platforms.
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Familiarity with monitoring and alerting tools including Datadog, Grafana, PagerDuty, Nagios, Zabbix, or equivalent enterprise monitoring solutions.
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Strong understanding of Incident Management, Problem Management, and ITIL-based support processes.
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Knowledge of networking fundamentals including TCP/IP, DNS, DHCP, HTTP/HTTPS, VPNs, and basic network troubleshooting techniques.
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Experience working with Windows Server and Linux environments (Ubuntu, CentOS, RHEL) for basic administration and troubleshooting.
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Ability to analyze alerts, identify service impacts, perform initial triage, and escalate incidents appropriately.
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Excellent verbal and written communication skills with the ability to provide clear customer-facing updates and technical documentation.
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Strong attention to detail with proven experience maintaining accurate ticket records, incident logs, and shift handover documentation.
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Exposure to cloud platforms such as AWS and GCP, including basic monitoring and operational support activities.
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Ability to work effectively in a fast-paced 24×7 operational environment, including rotational shifts, weekends, and public holidays.
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Strong problem-solving, analytical, and customer service skills with a focus on service availability and SLA compliance.
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Self-motivated team player with the ability to collaborate across cross-functional support, engineering, infrastructure, and SRE teams.
Benefits:
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Competitive salary and benefits package
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Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
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Opportunity to work with cutting-edge technologies
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Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
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Annual health check-ups
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Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents
Values-Driven, People-Centric & Inclusive Work Environment:
Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.
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We support hybrid work and flexible hours to fit diverse lifestyles.
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Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
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If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment
Let’s unleash your full potential at Persistent - persistent.com/careers
“Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.”
