Job Title: Sr. NOC Engineer
Location: Princeton, NJ 08540, United States (Onsite)
Type: Fulltime
Job Description:
1. Monitoring and Alert Management:
- Monitor alerts related to servers, storage, databases, networks, security devices, software, applications, AD, SAP, and Citrix services.
- Handle alerts arriving on the monitoring console, validate them, and log incident tickets in ITSM tools as per the situation.
- Ensure all alerts and events are managed according to process guidelines and initiate the incident management process when necessary.
- Filter out unnecessary alerts and escalate genuine issues to L2/L3 support teams to reduce their workload.
2. Incident Management:
- Prioritize incidents based on severity levels defined by standard threshold parameters.
- Follow the relevant escalation matrix to ensure smooth functioning of support groups and service delivery within agreed SLAs.
- Rapidly identify and respond to incidents, providing inputs for critical incident management and issue resolution.
- Audit incidents created by team members to ensure accuracy and adherence to processes.
3. Service Improvement and Knowledge Transfer:
- Contribute to continual service improvement by highlighting problem areas and participating in problem and change management.
- Deliver knowledge transfer sessions to new joiners as per the training framework.
- Maintain a centralized knowledge base to support ongoing operations and training.
4. Coordination and Reporting:
- Coordinate and collaborate between various teams based on process requirements and situational needs.
- Provide monitoring support for systems, networks, storage, databases, and batch schedule jobs.
- Ensure monitoring solutions are effectively added, modified, and deleted from the monitoring system.
- Act as the single point of contact for all monitoring requirements and ensure effective monitoring and escalation.
- Generate and provide data/reports related to alerts and incident tickets to IT support staff as required.
5. SLA and Email Management:
- Achieve defined SLAs for incident resolution and monitoring tasks.
- Monitor emails through the group mailbox and ensure no alerts or emails are missed.
- Assign incidents to the appropriate support groups based on updates and defined processes.
- Ensure alert correlation with ongoing activities during planned changes.
6. ITIL and Process Adherence:
- Leverage ITIL processes and tools for monitoring.
- Act as the first point of contact for identifying issues through alerts and events in the IT landscape.
Qualifications and Skills:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Proven experience in a NOC or similar IT monitoring role.
- Strong knowledge of IT infrastructure components including servers, storage, databases, networks, and security devices.
- Proficiency in using ITSM tools and monitoring software.
- Familiarity with ITIL processes and frameworks.
- Excellent problem-solving and analytical skills.
- Strong communication and collaboration skills.
- Ability to work in a 24x7 operational environment.
Preferred Certifications:
- ITIL Foundation Certification
- Relevant technical certifications (e.g., CCNA, MCP, CompTIA Network+)
