NOC Engineer

About the role

The NOC Engineer will support the day-to-day operations of the organization's data center infrastructure, ensuring smooth and efficient service delivery. This entry-level role involves assisting with system monitoring, incident management, and maintenance activities, working under the guidance of senior team members. The NOC Engineer will be responsible for responding to requests and incidents within defined service level agreements (SLAs), tracking and documenting activities in the internal ticketing system, and ensuring compliance with safety and security policies. The role provides an opportunity to learn about data center operations, infrastructure systems, and best practices while contributing to the overall performance and reliability of the data center environment.

What you'll be doing

• Provide 24/7 monitoring and support for the organization's data center infrastructure, ensuring consistent uptime and performance.
• Collaborate with the Data Center Manager to establish and implement policies, processes, and procedures for operations, ensuring alignment with team objectives and the Infrastructure Business Unit’s goals.
• Monitor and manage Data Center systems and facilities, ensuring service level agreements are met and maintained.
• Serve as the Level 1 escalation point for all onsite operational incidents, responding to and addressing remote requests within established SLAs.
• Provide exceptional customer service through online and phone channels, efficiently resolving issues and delivering solutions.
• Enforce and ensure adherence to safety, security, and customer support policies and procedures.
• Coordinate with contractors and vendors, inspecting completed work to ensure compliance with organizational standards.
• Support internal and external audits for stakeholders and customers, ensuring thorough documentation and process compliance.
• Document and track all requests, incidents, and change management activities accurately in the internal DCMS Ticketing system.
• Generate accurate and timely reports as required to meet operational and business needs.
• Adapt to flexible shift schedules, including weekends and holidays, with availability for overtime as required by operational demands.

What we're looking for

• Bachelor's Degree in Computing, Electrical Engineering, Mechanical Engineering, or a related technical field. Advanced certifications or training in data center management, infrastructure systems, or facility operations are a plus.
• Experience: At least 1 year of relevant work experience in 24x7 DC or facility operations environment, or fresh graduate with relevant qualifications such as electrical and  mechanical engineering.
• Possess relevant facilities management and/or data centre related certifications, such as ITIL, CDCP, CDCS, etc.
• Familiar with certifications standards, such as LEED Gold, ISO 27001 / 50001 / 22301, Uptime Institute Tier III, etc
• General knowledge of HVAC, Electrical Power, fire suppression, security, etc.
• Understanding of datacenter best practices (hot isle/cold isle cabinet placement, power distribution, network cabling, etc)
• Knowledge of technical support