Senior Engineer - Cloud & Infra Management

• We are seeking a proactive L15 Command Center NOC Engineer with 1 to 2 years of experience to join our team in Bangalore
• This role involves 24x7 monitoring, triaging, and incident resolution to ensure the stability and availability of IT infrastructure
• The engineer will act as the first line of defense for identifying and resolving system issues while escalating critical issues to L2/L3 teams

Key Responsibilities:

• Monitoring Incident Management: - Perform eye-on-the-glass monitoring of network servers, cloud applications, and security tools
• - Use monitoring tools (eg, SolarWinds, Splunk, Dynatrace, Nagios, Datadog) to track system health
• - Acknowledge, categorize, and triage incidents based on severity and impact
• - Create, update, and escalate tickets in ITSM tools (ServiceNow, BMC Remedy, Jira)
• - Follow SOP-based resolution for common issues

• SOP-Based Resolutions First-Level Fixes: - Restarting services, clearing logs, and checking connectivity issues
• - Basic troubleshooting of network servers, cloud, and application issues
• - Executing pre-approved scripts and commands to resolve recurring issues
• - Performing health checks and system validations post-resolution

• Escalation Communication: - Escalate unresolved issues to L2/L3 teams with proper documentation
• - Communicate incident updates to stakeholders via email, chat, or conference calls
• - Maintain accurate records of incidents, resolutions, and RCA documentation

• Continuous Improvement Compliance: - Contribute to knowledge base articles for faster resolutions
• - Adhere to ITIL best practices for incident, problem, and change management
• - Participate in shift handovers and ensure a smooth transition of ongoing issues
• Required Skills & Qualifications: - Experience: 1 to 2 years in NOC, IT Operations, or Command Center roles
• - Technical Knowledge: Basic understanding of Windows/Linux servers, network protocols (TCP/IP, DNS, DHCP, VPN), cloud (AWS, Azure, GCP)
• - Familiarity with IT monitoring tools and ticketing systems
• - Exposure to scripting (PowerShell, Bash, Python) is a plus
• - Certifications Preferred: ITIL v4, CCNA, Microsoft/AWS Fundamentals
• Work Environment: - 24x7 rotational shifts including weekends and holidays