NOC Monitoring Engineer-Infrastructure Management

The NOC Monitoring Engineer-Infrastructure Management is responsible for monitoring events and alerts on monitoring tools, performing initial investigation, and raising issues with the Support team. The role requires excellent customer service skills, strong communication skills, and experience with IT infrastructure and applications.

Requirements

• Excellent customer service skills with a high level of focus on quality
• First Point of Contact: Serve as the initial point of contact for end-users seeking technical assistance via phone, email, or in-person.
• Monitor IT infrastructure and applications using tools like CTLM, Centreon, Zabbix, and ITSM platforms (ServiceNow, SMAX).
• Handle incidents, alerts, and requests via ticketing tools, providing first-line fixes or escalating to L2/L3 as needed.
• Log and document incidents, generate reports, and track recurring issues to identify trends and potential problems.
• Maintain ITIL-compliant procedures and update service documents, SOPs, and KB articles.
• Develop dashboards for uptime, availability, and utilization metrics for infrastructure and applications.
• Collaborate with the monitoring team, manage shifts, and provide training and documentation support.
• Maintain and Update Service Documents and SOP.
• Responsible for identifying potential problems and/or trends of repetitive Incidents

Benefits

• Committed to fighting against all forms of discrimination
• Fosters a work environment that is inclusive and respectful of all differences
• Open to people with disabilities