This position will be responsible to oversee the day-to-day operations of the NOC Engineer / IT Operations

department.

Duties and Responsibilities:

• 24/7/365 Monitoring: Continuously monitor internal and production systems to ensure service uptime and performance. Upon detecting issues or alerts, assess impact, troubleshoot for a first-level resolution, and escalate to Level 2 if required.
• Incident Response and Troubleshooting: Quickly diagnose and resolve server or network alerts, application issues, and infrastructure events using systematic troubleshooting and root cause analysis.
• Infrastructure Management: Support, manage, and deploy robust network and cloud infrastructure, ensuring high availability and scalability.
• Monitoring and Observability: Implement, maintain, and optimize monitoring tools such as SolarWinds, Dynatrace, Stackdriver (GCP), or other cloud-native solutions to gain insights into system performance and health.
• Documentation and Knowledge Sharing: Maintain up-to-date operations documentation, including runbooks, incident reports, support guides, and troubleshooting procedures.
• Shift Handover & Communication: Participate in effective shift handovers and maintain continuous communication across global teams to ensure operational continuity.
• Ticketing and Reporting: Manage issues and service requests through ticketing systems such as ServiceNow, Jira, or Service Desk. Ensure accurate status updates and timely resolution.
• Collaboration: Work closely with DevOps, Development and Infrastructure teams to ensure performance, reliability, and compliance across systems.
• Change Management: Participate in planned maintenance activities, patching, and deployments while adhering to change control procedures.
• System Administration: Provide support for Linux and Windows-based systems, ensuring system patches, performance tuning, and user access controls are in place.
• Flexibility: Willingness to work in shifts and provide support as per rotation for critical incidents.
• Communication Skills: Possess strong oral and written communication skills with the ability to constructively resolve conflicts and articulate technical issues to various audiences.

Knowledge, Skills and Abilities

• Operating Systems Expertise:Strong working knowledge of Windows and Linux operating systems, including administration of services like O365, and SCCM.
• Networking Proficiency:Good understanding of networking fundamentals such as LAN, WAN, TCP/IP, HTTP, FTP, DNS, DHCP, VPNs, and use of network utilities like SSH, CURL, and traceroute.
• Troubleshooting Skills:Excellent diagnostic and problem-solving abilities across PC hardware, operating systems, application layers, and network infrastructure.
• Scripting and Automation:Basic to intermediate scripting experience in Shell, Python, or Perl to automate routine tasks is an added advantage.
• Monitoring and Observability Tools: Hands-on experience with monitoring and alerting platforms like SolarWinds, Dynatrace, Stackdriver (or other cloud-native tools), with the ability to analyze and act on telemetry data.
• Communication and Collaboration: Strong written and verbal communication skills with the ability to clearly articulate technical information and collaborate effectively across cross-functional teams.
• Analytical and Organizational Abilities:Detail-oriented with strong analytical and time management skills, capable of handling multiple priorities with minimal supervision.
• Shift Flexibility:Willingness to work in a 24/7/365 operational environment, including night shifts, weekends, as needed.