Command Center (Incident & Network Support) Engineer

• 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

• 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

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