NOC Engineer (network, security)

up to 60K pa
(no shift)

1. Scope of Position

Is responsible for overall service delivery, time management, submitting reports to customers, SLA monitoring and analysis and regular interaction with customer. Is accountable for NOC operations, service delivery as per SLA matrix and customer satisfaction.

2. Key Responsibilities
• To participate in the monitoring of mission-critical customer network nodes and systems.
• To provide L1-L2 response & investigation to network related problems.
• Monitoring/Investigating abnormal events, qualify potential alerts, raise incident alerts and perform technical & management escalation
• Implement second level mitigation action in response to confirmed incidents and answer to Network Experts escalations for verification and possible further mitigation actions
• Perform assigned change management activities on network devices
• Document incident cases and archive all related evidence
• Write and update process & procedure or guideline documents to ensure consistent, effective & efficient methods to meet operational goals
• Report to on duty manager during his shift.
• Lead network risks & vulnerability assessments and systems audits.

3. Decision-Making Authority
. Authority for decisions relating to driving the escalations to L3 support and/or local vendor for on-site support in sync with business partner.
. Decision making empowerment for 100% uptime and time bound service delivery, driving local onsite vendor for time bound response and resolution and customer relationship.

4. Problem-Solving Responsibilities
. Responsible for monitoring/resolution of all technical issues relating to network equipments like but not limited to Cisco, Ericsson, Nortel, Avaya etc.
. Change management

Position Specifications

1. Formal Education and Training Discipline/Specialization
. Graduate/Diploma in technical field related to computer or networking/telecom area, e.g. Computer Science, Information Mgt, Network Security or Telecommunications.

2. Experience
. 2-3 years related professional experience.
. Working knowledge of networking protocols.
. Knowledge and understanding of routers, Firewalls, Voice Systems and other network equipments like but not limited to Cisco, Nortel, Avaya, Ericsson.
. Prefer Knowledge & experience in supporting customers and/or services in NOC Operations.
.   Must be able to work in a team environment and independently
. Extensive Customer Management and technical skills.