Core roles and responsibilities

1. Network Monitoring
   • Continuously monitor network performance, connectivity, and system operations
   • Use NOC monitoring tools to identify faults, alarms, outages, and performance issues
2. Incident Response & Troubleshooting
   • Respond to network alerts and service interruptions in real-time
   • Perform initial diagnosis, escalate to relevant teams when necessary
   • Ensure timely resolution of incidents within SLA timelines
3. Maintenance & Support
   • Provide L1/L2 support for network devices including routers, switches, firewalls, and servers
   • Perform routine health checks on infrastructure and applications
   • Support configuration updates and scheduled maintenance activities
4. Escalation & Coordination
   • Communicate with field engineers, ISPs, data center teams, and other stakeholders
   • Follow proper escalation matrix when issues require higher-level intervention
5. Documentation & Reporting
   • Maintain accurate incident logs and RCA (Root Cause Analysis) reports
   • Update knowledge base articles and network topology documentation
   • Prepare daily and weekly network performance reports
6. Security & Compliance
   • Monitor security alerts and unauthorized access attempts
   • Ensure compliance with operational standards and cyber security policies
7. Process Improvement
   • Suggest enhancements to monitoring and incident response processes
   • Participate in audits, drills, and continuous improvement initiatives
8. Customer Communication
   • Provide timely status updates to internal teams and customers
   • Maintain professionalism during high-severity outages

Additional Skills Expected

• Strong understanding of networking protocols (TCP/IP, DNS, DHCP, BGP, OSPF)
• Basic Linux/Windows server administration
• Familiarity with ITSM tools (ServiceNow, JIRA, Remedy)
• Monitoring tools (SolarWinds, Nagios, Zabbix, PRTG, Datadog, etc.)
• Willingness to work in 24/7 rotational shifts