NOC Engineer

4 weeks ago


Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

anurag.baghela@ppldynamics.com

Job DescriptionJob Responsibility
  • Performs initial troubleshooting, problem analysis and isolation of network and system events in accordance with NOC incident management guidelines.
  • Provide Tier 1 backend troubleshooting and support across all teams, engineers and systems.
  • Provides quality, timely and accurate end-to-end support of any issues within functional area of responsibility - this includes (but not limited to) phone, email, and documentation/tracking of the incident in the ticketing system.
  • Enters data into trouble ticketing system in an accurate and complete manner to document problems including diagnostic results and multiple product correlation as well as escalation.
  • Create and follow up to change requests, incidents/Break-fixes, Event, Alerts and perform other scheduled activities within the SLA requirements & ensure all alerts create tickets within our ITSM tools.
  • Monitor a wide variety of infrastructure services that include, but are not limited to telecommunications circuits, LAN/WAN/networks, including routers, switches, firewalls, load balancers, servers, storage, backup, and core applications.
  • Monitors and tracks scheduled network maintenance activities in applicable tools analyzing the duration and potential impact to customers and ensuring they are consistent with approved times for these activities.
  • Monitor, analyze and track system faults and hardware performance using all available tools.
  • Monitor Network & Service stability and performance to ensure 24x7 operations and resolving service impacts as they occur within SLA.
  • Provide a high level of customer service with internal departments and external customers to resolve issues.
  • Understands and responds properly to escalation procedure.
  • Serve as single point of contact for all customer communications and escalations.
  • A strong team player who is accountable towards business urgency, works in shifts to provide onsite 24x7 coverage to customer, and is flexible to work beyond stipulated hours.
  • Maintain ongoing communication within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken.
  • Manage multiple email accounts and respond clearly and professionally.
Qualification (Special behavioral skills, knowledge, experience and Education needed for the satisfactory performance of the job)KNOWLEDGE AND EXPERIENCE:
  • Experience in Handling EMS Request/Tickets.
  • Experience in Monitoring and management tools (EMS Tools).
  • Experience in Remote assistance over phone/tools.
  • Provide daily updates to Team lead and colleagues.
  • Troubleshooting skills related to Hardware, Operating System, User Management and Performance issues.
  • Knowledge of Network Connectivity and protocols with respect to the Windows platform.
  • Understanding of an ITIL compliant environment.
Certifications
  • University Degree in Computer Science or a related subject.
  • Cisco Certified Network Associate (CCNA).
  • ITIL Foundation.

anurag.baghela@ppldynamics.com

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