NOC Technician

Job Description

The NOC Technician is responsible to monitor 24x7 all production systems and ensure the highest uptime availability. Also, It’s the person in charge to report, escalate and follow up the system outages, to the proper engineer team.

NOC team is in charge to start incident call bridges during outages and document incident reports. The team is the first line of contact for any production issue with partners and business. Also, provide support that includes identifying and troubleshooting issues related to Correspondent Transmission, API calls, Deployments.

Responsibilities

MAIN FUNCTIONS

• Monitor and escalate issues detected in our monitoring tools. In order to be fixed as soon as possible.
• Work as part of DevOps team on user stories especially be able to support requirements like performance testing, monitoring, alerting and escalation.
• Interact with multiple teams from business areas, network engineering and management as a team representative on major incident bridges.
• Participate in the Incident Management and Problem Management processes to follow up Production issues and root cause analysis, resolution, and reporting.
• Participate in the bridge for system or network incidents.
• Perform advanced troubleshooting to identify and escalate accordingly.
• Monitoring a large complex data and voice network infrastructure by using network monitoring and management tools.
• Be able to work remotely, nights and weekends in an off-hour shift role.
• Maintain our knowledge base: known issues, process/procedures, how to techniques, diagrams and others as needed.
• Update and manage problem tickets properly.
  
  

Qualifications

SOFT SKILLS

• Be able to make excellent decisions
• Have excellent organizational skills
• Be analytical
• Be a good listener and communicator
• Be flexible
• Be able to work under pressure
• Be multitasking
• Be focused on results
• Be proactive
  
  

Technical Skills

• Monitoring Solutions
• Opsgenie | Grafana | Solarwinds | ICINGA | Uptrends or similars
• Microsoft Windows Server
• Basic Administration
• Basic Troubleshooting
• Microsoft SQL Server is a plus
• Ticketing System Jira or similar
• Fluent English
• Logs using Graylog / Kibana or similar
• Confluence or Wiki to document
• ITIL Framework
• ComptiA is a plus
  
  

Minimum Education Requirements

• At least Technical degree in computer science, information technology, management information systems, software engineering, networking or related.
• Working experience as NOC is a plus.
• Technical background is a plus.