Job Description

TITLE : Global NOC (Network Operations Center) Engineer

DEPARTMENT : Information Technology
REPORTING TO : IT Operations Manager

PURPOSE OF THE POSITION:

The Information Technology (IT) group manages global IT operations; enables and empowers employees to perform
the various business activities on a daily basis. Geographically spread across multiple offices, the Information
Technology group works seamlessly as a single unit to delivers services to the business on a 24X7 basis. The IT team
is expanding its presence in India and we are looking to hire a NOC Engineer position. You will have broad exposure
to a portfolio of various technologies. Candidate should have good technical understanding of Networking
infrastructure, Server infrastructure (physical/virtual), User Account management and knowledge on Encryption
technologies are desired. Ensure that the IT infrastructure operates with minimal down time & high quality by
managing LAN and WAN aspects of IT Operations.

Candidate must have at least 3+ Yrs. of experience.

ACCOUNTABILITIES
The ideal candidate would have the following:

Candidate must have exceptional communication and presentation skills.

Ability to manage all assigned activities efficiently in standalone mode.
Exceptional Voice and Accent skills to support a global user base.
Knowledge and strong aptitude in problem solving techniques
Exposure to client facing environment, preferably US
Ability to work as a Service Desk analyst to support user requests with appropriate problem solving skills,
and root cause analysis, by leveraging ticketing and tracking tools.
Ensure that the entire IT Infrastructure is under 24x7x365 surveillance and alerts are reported and
resolved or escalated in a timely manner.
Willing to Work in a 24x7x365 setup, involving night shifts
Persistent follow through towards issue resolution to achieve best application and systems availability.
Escalate issues to Level 3 and 4, as per NOC policies and procedures.
Understand application and business functionality and use technical and analytical expertise to locate and
report problems.
Respond to telephone calls, email/chat/web requests for technical support, monitoring problems to
ensure timely resolution.
Work with globally distributed IT support teams to assign issues to the right ticketing queues and follow-
up continuously till issues are resolved.
Update/maintain centralized documentation and artifacts for IT Infrastructure, systems and applications.
Inform field IT personnel and/or vendors of issues and track corrective actions until they are cleared.

QUALIFICATION AND SKILLS REQUIRED

Bachelor's Level Degree with any certifications in Windows & Networking

4 to 6 years of relevant experience preferably from Midsize companies
Prior experience of working with US user base and US IT teams highly desirable.
Skills:
o Knowledge on Windows 7, 8.x, Windows Server 2003/2008, 2012 & Exchange Server etc.
o Knowledge on Basic Networking and Server Technology
o Ability to understand issue and escalate to right team.
o Remote Administration and Remote Support
o Knowledge of Microsoft Active Directory User account management.
o Disk Encryption tools like Checkpoint, Safe boot and BitLocker etc..
 o In-depth knowledge on monitoring tools like Whats Up Gold, MS System Center, SCOM, HPSM,
Scrutinizer, NetFlow etc.
o In-depth knowledge of IT Service Management and IT Operations Management tools (e.g. MS
System Center/Remedy/ServiceNow etc)

Behaviors
Ability to communicate effectively.
Ability to take direction from all levels.
Exhibit a high level of individual initiative and ownership.
Interpersonal skills

Passionate, Self-motivated and driven, with keen attention to detail, action-and-results oriented.
Excellent interpersonal, verbal and written communication skills as well as strong logical, analytical,
problem solving skills and reporting skills.
Able to prioritize and execute tasks in a high-pressure environment.
Able to present ideas in user-friendly language.
Experience with in a team-oriented, collaborative environment.