NOC & User Support Engineer

About the Role :

We are seeking a highly motivated and skilled NOC and User Support Engineer to join our IT Command Center team in Bengaluru, Karnataka. This is a hybrid role, requiring 3 days onsite and offering a dynamic environment where you will be at the forefront of monitoring, troubleshooting, and resolving critical system issues.

As a key member of our team, you will be instrumental in ensuring the stability and performance of our internal systems across both cloud (GCP/AWS) and on-premise infrastructure. You will leverage your technical expertise to proactively identify and respond to network, application, and infrastructure alerts, facilitating rapid incident resolution and engaging with various technical teams to restore services. This role operates on a 3rd shift schedule (Sunday to Thursday OR Tuesday to Saturday), requiring flexibility and a commitment to maintaining our operational excellence around the clock.

Key Responsibilities :

- Incident Management & Resolution : Act as the primary responder to alerts and incidents detected via internal system dashboards (e.g., Solarwinds). Triage, troubleshoot, and resolve production and hosting-related issues efficiently.

- Bridge Line Facilitation : Lead and facilitate incident bridge calls, coordinating communication and activities among multiple technical teams (e.g., network, application, infrastructure, database) to drive swift problem resolution during critical outages.

- Ticketing & Queue Management : Utilize ServiceNow to meticulously manage the lifecycle of support tickets, including logging, prioritizing, escalating, updating, and closing incidents and service requests in alignment with established SLAs.

- Network Operations : Apply foundational knowledge of networking concepts to identify and troubleshoot issues related to routers, switches, firewalls, VPNs, and VLANs. Participate in network troubleshooting and incident management activities.

- System Monitoring : Continuously monitor critical system dashboards and alerts, proactively identifying anomalies and potential issues before they impact services.

- User Support : Provide comprehensive support to internal users via various channels including email, phone, and bridge calls, ensuring timely and effective resolution of their IT-related issues.

- Documentation & Reporting : Maintain accurate incident logs, resolution steps, and contribute to knowledge base articles to enhance future troubleshooting efforts and operational efficiency.

- Cross-Functional Collaboration : Engage and collaborate with various internal IT teams (e.g., development, operations, security) and external vendors to address and resolve complex technical challenges.

Required Skills & Qualifications :

- Technical Troubleshooting Expertise : Demonstrated strong ability in diagnosing and resolving technical issues within complex hybrid IT environments (cloud and on-premise).

- Linux Proficiency : Solid foundational knowledge and hands-on experience with Linux operating systems, including basic command-line utilities and system navigation.

- Networking Fundamentals : Understanding of basic networking principles, including TCP/IP, DNS, and practical experience with tools like ping and accessing router/firewall interfaces.

- IT Service Management Tools : Proven experience with ServiceNow for ticket management and workflow automation.

- Monitoring Platforms : Familiarity with monitoring tools, specifically Solarwinds, for performance monitoring and alert management.

- Cloud Platform Awareness : Basic knowledge of cloud computing concepts and experience with at least one major cloud provider (GCP preferred, AWS acceptable).

- Communication Skills : Exceptional written and verbal English communication skills are paramount for effective incident management, team collaboration, and user support.

- Problem-Solving : Strong analytical and problem-solving abilities with a keen eye for detail.

- Adaptability & Flexibility : Ability to work independently and as part of a team in a fast-paced environment, demonstrating flexibility to work weekend and varying shift schedules.

Duration : 6-12 Months

Location : Bengaluru, Karnataka 560103, India (Hybrid 3 Days Onsite)

Shift : 3rd Shift Sunday to Thursday / Tuesday to Saturday