NOC Support Engineer (Software)
Role & Responsibility:
We are looking for a NOC Support Engineer (Software) to join our 24X7 Network Operations (NOC) team. The team will have to monitor the health of customer deployments using dashboard and
providing a fix/escalations to the product/engineering team as required within tight SLAs. A solid technical background is a plus. This position requires gathering information from dashboards and logs, initiating service tickets, and monitoring/maintaining uptime of the installations. This position requires the ability to work flexible shifts – across morning, evening and night shifts on a rotational basis.
Our client is an industry leading AIOps platform designed to provide instant, real-time actionable insights for managing multi-domain network and application infrastructures. By bringing together multiple sources of data into one easy to use platform, IT teams can troubleshoot network issues faster, avoid downtime, reduce MTTR and improve efficiency.
Skills:
• Minimum 6 months experience working in a service desk/NOC role.
• Engineering/MCA background with solid technical skills is a plus
• Understanding of Cloud deployments – GCP, AWS, Azure, Docker, Kubernetes, VMware is a plus
• Server monitoring
• Good written and verbal communication skills
• Ability to work flexible shifts – morning, evening and night shifts on rotational basis
• Working on incoming requests, prioritizing by SLA and criticality
• Escalate to other teams with appropriate notes as required
• Monitor & manage service desk queue & respond within SLA requirements
• Help with overflow requests when the Service Desk Coordinators are busy
Responsibilities
• Be a technical expert on customer’s operational analytics solution for networks, applications & security workflows;
• Take a hands-on role in the integration of product to meet customer requirements;
• Deploy solutions at customers, including understanding their data, workflow & analytics requirements;
• Ensure that customers are adequately enabled for use, understanding & self serve extensions of platform capabilities;
• Collaborate with sales team and partners for pre-sales activities;
• Own design, development & execution plans for POC, and lead to completion of deployment;
• Improve the product features and quality through enhancement proposals and customer reviews.
Why you'll love AppGlide
We believe in a culture of mutual respect and ownership. We value employee’s work life balance and ensure you have ownership of your work streams. We invest in our employees training and development with structured learning plans.
