IT Operations Engineer (NOC)

Job Summary

The L1 IT Operations Engineer (NOC) is responsible for providing 24×7 operational monitoring and first-line IT support for mission-critical IT services. The role includes monitoring IT systems, handling incidents and service requests, performing initial investigation, coordinating with internal support teams and third-party vendors, and ensuring service continuity in accordance with ITIL processes, Runbooks, SOPs, and agreed Service Level Agreements (SLAs).

Key Responsibilities

• Perform 24×7 monitoring of applications, infrastructure, batch jobs, backup status, and system health.

• Detect, log, categorize, prioritize, and update incidents and service requests using the ITSM platform.

• Perform initial investigation and Level 1 troubleshooting in accordance with approved Runbooks and SOPs.

• Escalate incidents and service requests to the appropriate L2 support teams or third-party vendors within agreed SLAs.

• Coordinate with internal support teams, business users, and external vendors to ensure timely service restoration.

• Execute daily operational health checks, scheduled operational tasks, and batch monitoring activities.

• Maintain accurate ticket updates, operational logs, and shift handover documentation.

• Ensure compliance with ITIL processes, operational procedures, Runbooks, and service level commitments.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or a related field.

• Fresh graduates are welcome to apply. Candidates with 1–3 years of experience in NOC, IT Operations, Service Desk, IT Support, or Infrastructure Operations are preferred.

• Basic knowledge of Windows Server, Linux, Networking, and IT Infrastructure.

• Basic knowledge of the ITIL framework and IT Service Management (ITSM) processes.

• Familiar with ITSM tools (e.g., ServiceNow, Jira Service Management, BMC Remedy, or ManageEngine) and enterprise monitoring tools is an advantage.

• Strong analytical, troubleshooting, communication, and teamwork skills.

• Able to work in a 24×7 shift-based operational environment.

Preferred Qualifications

• Experience in Banking, Financial Services, or other mission-critical environments.

• Experience with application, infrastructure, or network monitoring tools.

• Knowledge of cloud platforms (AWS, Azure, or Google Cloud) is an advantage.

• Experience working in an SLA-driven Managed Services environment.