NOC Engineer

Role Overview

We are seeking a proactive and customer-focused L1 NOC Engineer to join our Network Operations Center team. The L1 NOC Engineer serves as the first point of contact for customers and internal users, responsible for monitoring business-critical platforms, handling support tickets, performing first-level troubleshooting, and ensuring timely escalation of complex issues. This role is critical in maintaining service availability, ensuring SLA compliance, and delivering excellent customer support experience across multiple product lines.

Responsibilities

• Receive, log, categorize, and assign supporter quests received through ticketing portals, email, and phone channels.
• Perform accurate incident severity classification (P1, P2, P3, P4) based on established guidelines.
• Provide first-level troubleshooting and resolution using runbooks and standard operating procedures.
• Achieve and maintain First Call Resolution (FCR) targets for assigned incidents.
• Perform continuous monitoring of production environments, platforms, applications, and integrations.
• Monitor dashboards and alerting systems to identify service disruptions and anomalies.
• Escalate incidents beyond L1 support scope to L2/L3 teams, including Product Support, Infrastructure, Network, and SRE teams.
• Immediately trigger major incident processes for critical (P1) incidents.
• Document incident timelines, actions taken, and troubleshooting activities.
• Support planned maintenance activities and release deployments by monitoring system health.

Requirements

• 3 to 7 years of relevant experience.
• Hands-on experience in IT support, network operations, and monitoring tools.
• Strong understanding of incident management processes and SLA compliance.
• Ability to maintain professional communication with customers and internal stakeholders.

Skills

• L1 Support
• NOC
• Telecom
• Incident Management
• Network Monitoring