Network Operations Center Engineer

enGen Global · Tamil nadu, India

Role- NOC Engineer

Experience- 8-12YRS

Location - Chennai/Hyderabad

Mode of Work - Hybrid

Shifts - Rotational

JOB SUMMARY

• Act as the senior operational point of contact during Priority 1 and Priority 2 incidents, ensuring timely technical engagement, escalation, stakeholder communication, and service restoration.

• Lead technical bridge calls by establishing incident command, assigning workstreams, tracking recovery actions, and maintaining clear communication cadence.

• Perform advanced event correlation across infrastructure, network, application, middleware, database, and cloud monitoring platforms.

• Validate alerts based on business impact and service criticality to reduce false positives, duplicate incidents, and unnecessary escalations.

• Identify monitoring gaps and recommend improvements to alert thresholds, dashboards, service maps, dependency views, and escalation workflows.

• Mentor junior NOC analysts and provide technical guidance during complex incidents, shift operations, and troubleshooting activities.

• Review shift handovers for completeness, operational risk, pending escalations, critical alerts, and follow-up actions.

• Coordinate with application, infrastructure, cloud, network, cybersecurity, service desk, and vendor teams for end-to-end incident resolution.

• Support problem management by contributing incident timelines, technical evidence, recurring-failure trends, and corrective or preventive actions.

• Participate in change readiness reviews and assess the operational impact of planned infrastructure and application changes.

• Drive continual service improvement initiatives using incident trends, repeat-alert analysis, response-time data, and operational observations.

• Ensure adherence to incident management, escalation, communication, documentation, and SLA governance standards.

• Provide operational inputs for capacity planning, availability improvement, resilience planning, and disaster-recovery readiness.

• Support audit and compliance requirements by maintaining accurate evidence, incident records, shift logs, and operational documentation.

• Participate in on-call or rotational support and provide senior-level coverage for critical business services.

ESSENTIAL RESPONSIBILITIES

• Monitoring & Observability Tools

• ServiceNow Incident Management

• Major Incident Support

• Event Correlation & Impact Analysis

• Escalation Management

• Infrastructure Operations (Windows/Linux/Network/Cloud)

• ITIL Process Knowledge

• Stakeholder Communication

• Operational Reporting & Analytics

Technical Skills

• Enterprise Monitoring & Observability (Dynatrace, Grafana)

• Infrastructure Fundamentals (Windows, Linux, Network, Cloud)

• Application & Middleware Monitoring

• Root Cause Analysis (RCA) Support

• Dashboard & Operational Reporting

• Automation Awareness (PowerShell, Python, Ansible preferred)

Incident Management Skills

• Incident Triage & Prioritization

• P1/P2 Major Incident Identification

• Escalation Management

• SLA Tracking & Governance

• Service Restoration Coordination

• Bridge Call Support & Incident Documentation

• Post Incident Review (PIR) Participation

Operational Skills

• Impact Assessment

• Resolver Team Coordination

• Shift Handover Management

• Runbook & SOP Adherence

• Change Awareness & Operational Risk Assessment

• Continuous Service Improvement

• Operational Analytics & Trend Analysis

Soft Skills

• Strong Analytical Thinking

• Problem Solving

• Effective Communication

• Stakeholder Management

• Decision Making Under Pressure

• Collaboration Across Technical Teams

• Ownership & Accountability

EDUCATION

• Any Degree

EXPERIENCE

• 8 - 12 years in NOC/Command Center

Shift Details

• Ready to work in Rotational Shift (24*7 support model)