Network Operations Center agents / engineers are responsible for efficient and smooth functioning of an organization's network infrastructure. Tasked with ensuring that these components run smoothly and efficiently, which often means monitoring, maintaining, and troubleshooting / resolving issues as they arise.
Job Responsibilities:
- To be a SPOC (Single Point of Contact) for all IT related issues reported to the center 24/7.
- Should possess strong communication and interpersonal skills with ability to collaborate with cross-functional teams.
- Monitoring network Infrastructure using defined tools and software to ensure optimal performance and uptime.
- Ensure network alerts and Incidents are promptly responded, trouble shoot user / customer issues, and escalate wherever necessary to ensure timely resolution is provided within the defined SLAs.
- Perform routine maintenance tasks such as per the process for system updates, and user awareness.
- Ensure to have strong knowledge and understanding of Networks, Servers, Storage, Alerts monitoring & verification.
- Documents for all network related activities, including incidents logging, resolutions, and changes to be followed and updated, if required.
- Diagnosis and rectification of faults/ defects and problems by working with specialized IT teams within the organization / vendors / service providers to address complex technical issues and ensure to implement solutions for resolution of the issues.
- Provide technical support and Perform NOC related activities like scheduled batch jobs and send notifications on timely manner as per the approvals obtained.
- Execute routine functions by following SOP Manual & maintaining proper Record of the Activities performed in the NOC.
- Keep accurate records of all Incidents, Service requests, and follow ups on the tickets raised by user / customers to ensure their SLA's and KPIs are met without any breach.
- Train new staff on NOC operations and procedures.
- Coordinate with other departments to ensure smooth NOC center operations.
- Cost reduction by innovation and automation in respective domains to meet the organization targets.
- Optimization of process and procedure to eliminate human error and business impact.
- Building relationships with internal support personal of L2 and external partners for back-to-back support.
- Periodically carrying out self-assessment to assess the performance of the team and happiness level of the customer
Qualification & Experience
- Bachelor's degree in computer science, engineering, or related field
- Should have 3-5 Years of experience in managing Network Operations Center.
- Expertise in network operations center, infrastructure, including, storage, protocol / technologies understanding and server administration
- In-depth knowledge of best practices for NOC operations with ITIL certification.
- Familiar with ticketing systems / tools and ability to work well under pressure in fast-paced environment.
- Excellent problem-solving skills and ability to work well under pressure.
- Proven experience with NOC and orchestration tools.
