NOC Monitoring Engineer-Infrastructure Management

Monitor the events or alerts on monitoring tools, perform initial investigation, and raise with the Support team

• Excellent customer service skills with a high level of focus on quality
• First Point of Contact: Serve as the initial point of contact for end-users seeking technical assistance via phone, email, or in-person
• Monitor IT infrastructure and applications using tools like CTLM, Centreon, Zabbix, and ITSM platforms (ServiceNow, SMAX)
• Handle incidents, alerts, and requests via ticketing tools, providing first-line fixes or escalating to L2/L3 as needed
• Log and document incidents, generate reports, and track recurring issues to identify trends and potential problems
• Maintain ITIL-compliant procedures and update service documents, SOPs, and KB articles
• Develop dashboards for uptime, availability, and utilization metrics for infrastructure and applications
• Collaborate with the monitoring team, manage shifts, and provide training and documentation support
• Maintain and Update Service Documents and SOP
• Responsible for identifying potential problems and/or trends of repetitive Incidents
• Preferred experience in cloud environments (OCI, Azure) and certifications relevant to IT operations and monitoring
• Good knowledge on Service Desk with written and oral communication skills
• Proficiency in Operating Systems, Active Directory, VPN, ServiceNow, and ITIL practices
• Experience with monitoring tools like Zabbix, SolarWinds, Centreon, CTLM and Nagios
• Expertise in Excel reporting, PowerPoint, and SOP documentation
• Ability to handle incidents, escalate issues, and ensure end-to-end resolution
• Willingness to work in a 24x7x365 environment

Experience in IBM Mainframe

• Commitment to fighting against all forms of discrimination
• Inclusive and respectful work environment
• Open to people with disabilities