NOC - Support Engineer/Senior Support Engineer

The NOC will act as the Single Point of Contact (SPoC) via Managed Services contract for any system monitoring, health checks, general inquiries from interfacing systems, and outage management.

The NOC Support Engineer role will involve Incident Management & Escalation, Problem Management & Escalation, deep level technical troubleshooting, minor deployments, minor change requests and major maintenance activities. NOC Support Engineer will also be required to be involved in Operations tool development and deployment work, bash scripting enhancement and active involvement in gating and handover processes. Seniors also comes with added responsibilities like mentoring and developing junior Support Engineer and also Operations Engineer, being subject matter experts on designated client solutions and environments, and client communications and interfacing.

NOC Support Engineers will typically work on normal office hours Monday to Friday (9:00am to 6:00pm). However, you will be requested to be on standby on a rotated schedule to provide cover for operations escalations (Incident & Problem).

• Act as primary contact and SME for designated client(s)
  
• Track all queries and open items originating to, or from, customer
  
• Handling of Incident Escalations
  
• Problem Management and escalations
  
• Providing regular updates to clients on the status of any open issues and managing Client expectations in line with SLAs
  
• Escalation of critical issues within the client organizations as appropriate
  
• Communication and follow-up on Operational Issues within the company
  
• Outage management and adherence to response and relief SLAs
  
• Familiarization with all Operational Processes and Procedures and adherence to same
  
• Project Work - Operations Tool development and deployment
  
• Change Management
  
• Monthly system report and governance report to clients
  

1. General
   

• Attendance at Operations Monthly / Weekly Meetings
  
• Develop and create documentations for the internal Knowledge Base
  
• Develop and create documentation on common operational issues
  
• Handover all relevant documentations to NOC Operations Engineer before go-live
  
• Arrange knowledge sharing and knowledge transfer sessions to NOC Operations Engineer
  
• Seniors to mentor junior team members and lead by example
  
• Develop subject matter expertise on client solutions and environments as necessary to
  
• facilitate Single Point of Contact agreements