Position Summary

The NOC Engineer will be the first point of contact for network monitoring, troubleshooting, and incident resolution in a data center network environment. This role is

responsible for proactively identifying network issues, managing tickets, escalating incidents as

needed, and ensuring the stability of critical network infrastructure.

NOC Engineer will operate within a structured ticketing system, ensuring efficient

alert acknowledgment, fault isolation, and escalation processes. They will follow documented

Methods of Procedure (MOPs) and Standard Operating Procedures (SOPs) to drive continuous

operational improvements and maintain high availability.

Key Responsibilities

1. Network Monitoring & Incident Response

● Operate and troubleshoot Data Center networks, including associated routing and switching

devices.

● Perform fault isolation and resolution based on troubleshooting outcomes.

● Detect and diagnose various error/failure conditions across a range of network device types.

● Coordinate with smart hands teams and network equipment manufacturers to resolve issues

and restore service.

● Work cross-functionally and cross-regionally with other network operational support teams.

● Partner with internal teams to escalate and restore service, minimizing impact to operations.

2. Incident Response & Ticket Management Ticket

● Monitor the DC network infrastructure ticket queue, taking action on alerts or issues in

accordance with Service Level Agreements (SLAs).

● Acknowledge, track, and document all incidents, ensuring detailed records of troubleshooting

steps and resolution processes.

● Categorize incidents based on severity, impact, and urgency, ensuring proper prioritization.

● Manage and escalate critical events, maintaining clear and concise communication with

stakeholders.

● Ensure up-to-date tracking of incident resolution steps, maintaining accurate logs in ticketing

systems.

● Monitor blocked cases and assist in resolving ticket escalations, ensuring adherence to

operational workflows.

3. Process Optimization & Documentation

● Document and optimize operational processes and procedures, ensuring best practices are

followed.

● Support deployment, move, add, and change teams for data center network operations.

● Partner with audit teams to ensure accurate inventory and documentation of network

infrastructure.

● Follow Return Merchandise Authorization (RMA) processes and procedures for all relevant

vendors.

● Maintain up-to-date documentation on network changes, such as VLANs, subnet

configurations, and DNS updates.

4. Automation & Continuous Improvement

● Contribute to the creation of monitors, alerts, dashboards, and metrics to drive efficiency

improvements.

● Identify areas for automation and participate in developing solutions using scripting or coding

skills (Python, C, C++ preferred).

● Recommend enhancements to monitoring tools, ticketing workflows, and operational best

practices.

Required Qualifications & Skills

1. Technical Skills

● Understanding of networking fundamentals, including IP addressing, VLANs, routing, and

switching.

● Experience with network monitoring tools (e.g., SolarWinds, Nagios, PRTG, or similar).

● Knowledge of ticketing systems (e.g., ServiceNow, Jira, or equivalent).

● Familiarity with troubleshooting physical network components, including cables, patch

panels, optics, and transceivers.

● Ability to diagnose and isolate Layer 1–3 network issues and escalate as needed.

● Basic knowledge of command-line interfaces (CLI) for routers and switches is a plus.

2. Soft Skills & Work Ethic

● Strong problem-solving skills with a proactive approach to troubleshooting.

● Excellent communication and documentation skills for incident reporting and escalation.

● Ability to work in a fast-paced environment, prioritizing tasks effectively.

● Detail-oriented mindset, ensuring accuracy in logs, ticket updates, and network documentation.

3. Experience & Education

● Associate’s or Bachelor’s degree in IT, Networking, or a related field (or equivalent

experience).

● 1-2 years of experience in a technical support, help desk, or NOC role preferred.

● Certifications preferred:

● CCNA (Cisco Certified Network Associate)

● Network+ (CompTIA)