Senior Engineer - NOC

Key Responsibilities:

• Provide NOC support, software support, and customer support to internal and external clients.
• Identify patterns and propose improvements using basic Linux commands and troubleshooting skills.
• Manage customer complaints, coordinate call center activities, and collaborate with stakeholder departments.
• Follow SOPs to resolve Level 0/1 issues on the first call and capture necessary data for ticket escalation.
• Coordinate with technical support teams to ensure seamless issue resolution and engagement.
• Ensure adherence to SLAs and proper escalation based on priority and severity.
• Prepare and deliver productivity and performance reports as per AMC schedules.
• Maintain site-specific documentation systematically across all clients.
• Support frameworks for predicting potential failures based on historical issues.
• Monitor proactive alerts on dashboards and ensure timely communication and resolution via L1/L2 engineers.