Monitor network, server, and application alerts using NOC monitoring tools (e.g., SolarWinds, Nagios, Zabbix, Splunk)
Identify, log, and prioritize incidents and service requests according to established procedures
Perform initial troubleshooting for network, system, and application-related issues
Escalate unresolved issues to NOC Level 2/3 or appropriate engineering teams following escalation protocols
Create, update, and maintain incident tickets with accurate documentation of actions taken
Communicate incident status and resolution updates to stakeholders and end users
Follow standard operating procedures (SOPs), runbooks, and incident management processes
Monitor backup jobs, system health checks, and scheduled maintenance activities
Participate in shift-based work, including nights, weekends, and holidays if required
Contribute to continuous process improvement by identifying recurring issues and knowledge gaps
Create Knowledge base and train L1 Techs
Adhere to KPI provided by the NOC ASM

Associate or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience)
Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
Basic knowledge of incident management and ticketing systems
Strong analytical and problem-solving skills
Good verbal and written communication skills
Ability to work in a fast-paced, 24/7 operational environment

Network Operations Center L1

Key skills