Associate NOC Monitoring

MISSION
As our frontline Infra/NOC Monitoring Specialist, you’ll proactively safeguard our clients’ IT infrastructure. You’ll identify, escalate, and document incidents, ensuring swift resolution through collaboration with L2 and L3 support.
Responsibilities (70%):

Monitoring critical IT infrastructure components, including servers, network devices, applications, and security systems, using various monitoring tools and dashboards.
Identifying, analysing and 1st responding potential incidents, providing first-level diagnosis and resolution for known issues, escalating complex incidents or service requests to the appropriate support teams in line within Service Level Agreements (SLAs).
Conducting trend analysis on incidents to identify recurring patterns and assisting in pro/reactive problem tasks, with an emphasis on minimizing application downtime and maximizing performance.
Evaluating, presenting and discussing with line manager on Objective and Key Results (OKRs)/KPIs method monthly and quarterly.
Working on flexible shift patterns (or onsite) to deliver 24/7 Managed Services, with Customer Service mindset.

AND NOT LIMITED TO (30%)

Complying and contributing to IT policies, standards, Standard Operating Procedures (SOPs) and guidelines.
Acting as a team player with other internal departments/teams, on technical views, to offer and convince requester to follow best practices designing and continue improvement solutions.
Self-studying and proposing valuable training courses (soft and hard skill) and technology trending to Management team.
Volunteering to conduct internal training, working with sharing knowledge spirit and providing mentorship to junior support engineers.
Compliance with Conversation, Feedback and Recognitions (CFRs) method to build up company’s culture.
Act as a point of contact for managed services customers, keeping them informed about incident status and resolution timelines.
Maintaining constant communication with internal and external teams, providing status updates and ensuring prompt issue escalation.

Knowledge:

Strong understanding of network and infrastructure components, including servers, routers, switches, and databases.
Familiarity with monitoring systems and tools (e.g., SolarWinds, Splunk, New Relic, or Dynatrace).
Basic knowledge of operating systems (e.g., Windows, Linux) and networking concepts.
Understanding of cloud computing platforms (e.g., AWS, Azure, GCP) are a plus.
Working knowledge of ITIL best practices for incident, problem, and change management.
Familiarity with ticketing and workflow management systems (e.g., ServiceNow, Jira Atlassian, TOPdesk, ZenDesk…).

Skills:

Good troubleshooting and analytical skills with an emphasis on root cause analysis.
Proficient in using ticketing systems (e.g., ServiceNow, Jira) to document incidents and manage workflows.
Strong English communicator, collaborating effectively with local and international teams, providing information clearly and concisely to both technical and non-technical audiences.
Skilled in time management and prioritization, especially under high-pressure situations.

Abilities:

Ability to work in a team and with minimal supervision, a fast-paced, 24/7 operational environment, with a flexible mindset for shift-based work.
Adaptability to learn new monitoring tools and technologies as required by evolving infrastructure needs.
Ability to maintain a customer-oriented mindset, ensuring all solutions are aligned with business objectives.
Detail-oriented approach to accurately document incidents, resolution steps, and technical information

Requirements:

Int’l certified or hand-on >=2 years’ experience in a Network Operations Centre (NOC), IT operations, infrastructure monitoring or a similar role, preferably within an international
Application Managed Services (AMSs) environment.
Relevant certifications (e.g., ITIL, CompTIA Network+, CCNA…) are a plus

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Associate NOC Monitoring

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