Incident Specialist

Role Description-:

NOC L1 Engineer responsible for infrastructure monitoring and IT support for US-based clients in a multi-client environment. The role involves incident monitoring, P1/P2 handling, troubleshooting and escalation, stakeholder coordination, and maintaining ITIL-based support processes. Requires basic knowledge of Linux, servers, networking, ITSM tools, and strong communication skills.

Key Responsibilities

• Monitor and identify infrastructure issues through multiple sources, including emails, user reports, monitoring tools, and system alerts.
• Analyze incidents, assess their business impact and criticality, and respond or escalate them in accordance with ITIL-aligned processes.
• Manage incidents across different priority levels, including P1 and P2 critical incidents.
• Initiate and manage bridge calls with clients, internal teams, and relevant stakeholders during critical incidents.
• Prepare and communicate clear and timely business communications to end users and stakeholders as per defined processes.
• Coordinate with internal teams, clients, and vendors for incident resolution, troubleshooting, and Root Cause Analysis (RCA).
• Perform regular infrastructure health checks and proactively identify and flag potential issues based on impact and criticality.
• Participate in Change Advisory Board (CAB) meetings and support infrastructure change activities.
• Support disaster recovery activities and data backup operations whenever required.
• Monitor, manage, and maintain infrastructure monitoring systems and tools.
• Identify recurring problems and proactively recommend practical and viable solutions.
• Effectively manage multiple priorities while supporting multiple clients in a multi-client environment.
• Identify opportunities for process improvements and contribute to their implementation.
• Maintain a strong customer-service mindset and consistently deliver quality support.
• Collaborate effectively with other technical and support teams and maintain strong cross-functional relationships.
• Actively contribute to knowledge sharing, skill development, and continuous improvement initiatives.
• Follow defined operational procedures, service levels, escalation matrices, and ITIL practices.

Required Skills-:

• Strong verbal and written communication skills, with experience supporting US-based clients preferred.
• Good technical documentation and reporting skills.
• Basic knowledge of Linux CLI and system administration.
• Basic understanding of servers, server types, and different infrastructure environments.
• Basic understanding of enterprise networking concepts.
• Experience working with ticketing tools such as ServiceNow and/or JIRA is preferred.
• Sound understanding of the IT service management landscape.
• Ability to work effectively in a fast-paced, multi-client support environment.
• Strong analytical and problem-solving skills with a flexible approach to troubleshooting.
• Willingness to learn new technologies and develop technical skills.
• Proactive approach toward improving existing systems, processes, and service delivery.
• Ability to handle multiple tasks and priorities while maintaining service quality.
• Strong teamwork and collaboration skills.

Experience-:

• 3-6 years of relevant experience in NOC, Infrastructure Monitoring, IT Operations, Service Desk, or IT Support.

Qualifications

• B.Tech / B.E. / M.Tech or MCA from a reputed university; a Computer Science background is preferred

Certifications

Mandatory:

• ITIL Certification

Preferred:

• ITIL 4 Certification

Key Competencies-:

• Incident Management
• Infrastructure Monitoring
• ITIL / ITSM Processes
• P1/P2 Incident Handling
• Client & Stakeholder Management
• Basic Linux & System Administration
• Basic Networking
• Incident Escalation & Coordination
• Technical Documentation
• Problem Solving
• Customer Service
• Process Improvement
• Multi-client Environment Support