Network Operations Center Engineer

Job Summary

Key Responsibilities

• Monitor and manage IT data centre infrastructure, network devices, servers, applications, and critical services in a 24/7 operational environment.
• Perform proactive monitoring of alarms, alerts, events, and service interruptions through enterprise monitoring tools and dashboards.
• Provide first-level diagnosis, troubleshooting, and resolution for infrastructure, network, and system-related incidents.
• Escalate unresolved incidents to relevant support teams within agreed SLA/OLA timelines and ensure proper follow-up until closure.
• Monitor SIP Trunks, Session Border Controllers (SBCs), and related communication infrastructure to ensure service stability and availability.
• Record, track, and update all incidents, service requests, outages, and actions in the designated ITSM or ticketing system.
• Coordinate with vendors, internal support teams, telecom providers, and third parties for fault isolation and issue resolution.
• Prepare shift handover notes, operational reports, and event logs to ensure continuity across teams.
• Support maintenance activities, upgrades, patching, health checks, capacity tracking, business continuity, and disaster recovery exercises.
• Own and coordinate the operational Change Management process to ensure planned activities are reviewed, implemented, and executed in a controlled manner with minimal impact to production services.