Network Operations Center Engineer

Position Summary

The GNOC Engineer is responsible for monitoring the organization's global network and infrastructure environment, identifying and responding to alerts and incidents, performing initial troubleshooting, and coordinating escalations with network, infrastructure, security, and other technical teams. The role requires strong operational discipline, communication, and the ability to work effectively in a 24x5 shift environment with the potential to support a future 24x7 model.

Key Responsibilities

• Monitor network, infrastructure, connectivity, and service health using enterprise monitoring and management tools.
• Identify, validate, prioritize, and respond to alerts and incidents in accordance with defined SLAs and operational procedures.
• Perform Level 1/Level 2 troubleshooting for network connectivity, WAN/LAN, VPN, wireless, firewall, and infrastructure-related issues.
• Create, update, and maintain incident and service tickets with accurate troubleshooting details and timelines.
• Escalate incidents to Network Engineering, Security, Infrastructure, Service Desk, vendors, or other resolver groups when required.
• Follow established SOPs, runbooks, escalation procedures, and change-management processes.
• Perform proactive monitoring and identify recurring alerts, trends, and potential service-impacting issues.
• Support incident bridges and major incident activities, including timely communication and escalation.
• Coordinate with global teams and vendors during outages, maintenance windows, and service-impacting events.
• Maintain shift handover documentation and ensure clear communication of open incidents, risks, and follow-up actions.
• Participate in continuous improvement initiatives, including alert tuning, automation, documentation, and operational process improvements.

Required Qualifications & Skills

• 2+ years of experience in NOC, GNOC, network operations, infrastructure operations, or a similar technical operations role.
• Strong understanding of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, routing, switching, VPN, and WAN connectivity.
• Experience with network/infrastructure monitoring tools and ticketing platforms.
• Ability to troubleshoot incidents methodically using logs, monitoring data, connectivity tests, and documented procedures.
• Good understanding of incident, problem, and change management concepts.
• Strong written and verbal communication skills, particularly for incident escalation and shift handovers.
• Ability to work independently in a shift-based, 24x5 operational environment.
• Strong ownership, attention to detail, and ability to prioritize multiple alerts and incidents.

Preferred Qualifications

• Experience with tools such as SolarWinds, PRTG, LogicMonitor, Datadog, Splunk, ServiceNow, or equivalent platforms.
• Exposure to Fortinet, Cisco, Palo Alto, Aruba, Meraki, or similar networking technologies.
• ITIL Foundation or equivalent operational knowledge.
• Networking certification such as CCNA or equivalent hands-on experience.
• Exposure to cloud networking, SD-WAN, SASE, or automation is a plus. What Success Looks Like
• Consistent monitoring and timely response to alerts and incidents.
• Meeting operational SLAs and escalation timelines.
• Accurate ticket documentation and effective shift handovers.
• Reduction of recurring alerts through proactive investigation and improvement.
• Strong collaboration with global resolver teams.
• Contributing to automation, standardisation, and readiness for future 24x7 operations.

Candidate Profile

We are looking for a technically strong and dependable operations professional who can remain calm during outages, think through real-world scenarios, communicate clearly, and take ownership from initial alert through resolution or escalation. The ideal candidate should demonstrate practical troubleshooting ability rather than relying only on theoretical knowledge.