NOC Monitoring Engineer-Infrastructure Management

Project Description:

• Experience in Service Desk Management and Voice Support with strong communication skills
• Monitor the events or alerts on monitoring tools, perform initial investigation, and raise with the Support team.

Requirements:

• Excellent customer service skills with a high level of focus on quality
• First Point of Contact: Serve as the initial point of contact for end-users seeking technical assistance via phone, email, or in-person.
• Monitor IT infrastructure and applications using tools like CTLM, Centreon, Zabbix, and ITSM platforms (ServiceNow, SMAX).
• Handle incidents, alerts, and requests via ticketing tools, providing first-line fixes or escalating to L2/L3 as needed.
• Log and document incidents, generate reports, and track recurring issues to identify trends and potential problems.
• Maintain ITIL-compliant procedures and update service documents, SOPs, and KB articles.
• Develop dashboards for uptime, availability, and utilization metrics for infrastructure and applications.
• Collaborate with the monitoring team, manage shifts, and provide training and documentation support.
• Maintain and Update Service Documents and SOP.
• Responsible for identifying potential problems and/or trends of repetitive Incidents
• Preferred experience in cloud environments (OCI, Azure) and certifications relevant to IT operations and monitoring.

Mandatory Skills:

• Good knowledge on Service Desk with written and oral communication skills.
• Proficiency in Operating Systems, Active Directory, VPN, ServiceNow, and ITIL practices.
• Experience with monitoring tools like Zabbix, SolarWinds, Centreon, CTLM and Nagios.
• Expertise in Excel reporting, PowerPoint, and SOP documentation.
• Ability to handle incidents, escalate issues, and ensure end-to-end resolution.
• Willingness to work in a 24x7x365 environment.

Preferred Skill

• Experience in IBM Mainframe
• Total Experience Expected: 01-02 years