NOC Level 2 Engineer

Description:
As a NOC Level 2 Engineer, you will be responsible for ensuring maximum service availability and performance across core systems, as well as resolving escalated incidents from the Service Desk (SD). You will play a key role in infrastructure projects and network improvements, ensuring client environments adhere to best practices. This position focuses on advanced monitoring, issue resolution, root cause analysis, and preventive maintenance, with an emphasis on automation and continuous improvement.

Duties and Responsibilities:

• Client-Centric Focus: Represent the company professionally, ensuring a high level of client satisfaction at all times.
• Incident Management: Respond to and resolve incidents within agreed Service Level Agreements (SLAs).
• Vendor Coordination: Engage with vendors for first-level support, escalations, and problem resolutions.
• Root Cause Analysis: Perform detailed investigations into issues, conduct root cause analysis, and implement timely resolutions.
• Documentation: Ensure all incidents, resolutions, and updates are thoroughly documented in the company's PSA (Professional Services Automation) system, following established procedures.
• Knowledge Sharing: Create and update Knowledge Base articles to ensure solutions are recorded and shared across teams.
• Change Management: Support the facilitation and execution of Change Management processes according to company SOPs.
• Incident Reporting: Assist in compiling incident reports when necessary.
• Problem Escalation: Escalate infrastructure issues to the NOC Team Leader when needed.
• Client Communication: Provide regular updates to clients on incident statuses and resolutions.
• Support Level: Offer Level 2 support and escalate complex problems to Level 3 as required.
• Alert Monitoring & Tuning: Continuously review and adjust alert notifications to improve monitoring efficiency.
• Third-Party Engagement: Coordinate with third-party vendors to resolve incidents or complete projects.
• Process Improvement: Identify and suggest improvements to procedures, systems, and automation workflows.
• Project Assistance: Actively participate in infrastructure and Professional Services projects to meet business objectives.
• Knowledge Development: Stay updated on new technologies and best practices and ensure adherence to company standards.