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Command Center (Incident & Network Support) Engineer

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Location:
United States , San Ramon

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

160000.00 USD / Year
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Job Description:

We are looking for Command Center Engineer who is having experience in Network Support & Incident Engineer provides first-line support for network infrastructure, focusing on monitoring, basic troubleshooting, incident logging, and escalation. This role ensures network availability by following standard operating procedures (SOPs) and predefined runbooks.

Job Responsibility:

  • Monitor network devices and links using NMS tools (SolarWinds, Zabbix, Nagios, etc.)
  • Handle L1 incidents related to: LAN/WAN connectivity, Router, switch, firewall alerts, VPN connectivity issues
  • Perform basic troubleshooting using SOPs and checklists
  • Create, update, and manage tickets in ITSM tools (ServiceNow, Remedy, etc.)
  • Identify incident severity and escalate to L1.15 / L2 teams as per SLA
  • Perform basic network health checks (CPU, memory, interface status)
  • Coordinate with ISPs / vendors for link-related issues (as per SOP)
  • Maintain shift logs, incident notes, and documentation
  • Follow change, incident, and problem management processes
  • Support 24x7 operations in rotational shifts
  • Leveraging technology to issue all communications and providing key stakeholder management
  • Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
  • Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
  • Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution
  • Being accountable for resolving the outage via workaround or permanent fix
  • Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews
  • Supporting and nurturing process improvements and knowledge base improvements
  • Continually maintaining and developing tools and resources to manage major incidents effectively
  • Providing periodic major incident metrics reports

Requirements:

  • 3-5 years of experience in Network Operations / IT Support
  • Diploma / Bachelor’s degree in IT, Computer Science, or related field
  • Basic understanding of: TCP/IP, OSI model, LAN, WAN, DNS, DHCP
  • Exposure to: Routers & switches (Cisco/Juniper basics), Firewalls (basic understanding only)
  • Familiarity with: Network monitoring tools, ITSM ticketing systems
  • Good communication skills
  • Ability to follow SOPs strictly
  • Willingness to work in shifts
  • Basic troubleshooting mindset

Nice to have:

Certifications (Preferred): CCNA (or equivalent – foundational level), ITIL Foundation (optional)

Additional Information:

Job Posted:
March 21, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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