NOC Engineer

Southampton HQ - 2 Times a Week in Office

We are working alongside one of our longstanding clients to help them recruit a NOC Engineer. The company delivers cutting-edge enterprise software solutions across both cloud and on-premises environments, empowering organisations to enhance customer experiences, maintain regulatory compliance, and proactively fight fraud. The company is trusted by businesses worldwide to drive seamless, intelligent customer interactions.

So, what’s the role all about?

• Ensuring maximum possible service availability and performance for all platforms.
• Provide support for Technical Support, R&D, Product, and other internal teams.
• Provide a central hub of communication regarding the status and ongoing events within the network and platform.
• This is achieved by routine preventative and reactive tasks related to network and platform activity, creating, reviewing, and updating documentation as needed, and providing clear communication to stakeholders throughout the organisation.

How will you make an impact?

• Responsible for troubleshooting network and platform issues from a server-side perspective.
• Performs routine health checks over and above automated monitoring to ensure the quickest detection time for service affecting issues.
• Responds to any number of alarms, alerts, or abnormal behaviours detected through reactive or proactive monitoring.
• Ensures all activities are documented and tracked through a ticketing system.
• Ensures processes and procedures are documented and updated in communal Wiki/KnowledgeBase resources.
• Interfaces with internal product teams to ensure the NOC remains current on new and planned product additions or updates.
• Familiar with industry standard tools such as IP Monitor, SolarWinds, and BMC in addition to a set of internal custom tools used in network management.
• Executes on established procedures as it relates to incident, change and event management.
• Responsible for executing the established escalation processes with both internal and external teams.
• Responsible for proactive troubleshooting and communication with internal stakeholders at regular intervals.
• Maintains appropriate expectations with internal and external teams.
• Responsible for leading incident resolution situations including involving relevant internal resources and guiding all troubleshooting to resolution and keeping a journal of activities performed for any necessary post-incident review.
• Manages events and incidents from cradle to grave, providing initial troubleshooting and resolution while working with other teams or vendors as necessary to provide restoration.
• Provides training and coaching for technical resources both internal to the NOC as well as other teams as necessary.
• Maintains a team focused attitude and work towards creating a healthy, respectful atmosphere.
• Performs duties in a flexible fashion as the Network Operations Centre is open 24x7x365.
• Participates in the NOC continuous improvement activities as defined.
• Communicates in a concise, professional, and effective manner with both internal and external teams.

Have you got what it takes?

• 3+ years’ experience working in a technical or support role within telecommunications, data network, or application server environment.
• Demonstrated understanding of network topologies, Windows server-client environments, and telecommunication environments with a focus on SIP.
• Understanding of packet analysis and packet capture utilities.
• Confident and goal-oriented attitude with an ability to set and meet short and long-term objectives.
• Experience in creating, utilising, and maintaining technical documentation.
• Experience working in a windows server environment as it relates to server and software management tasks.
• Ability to harvest and disseminate information in both formal and informal training environments.
• Ability to work in a fast-paced environment with dynamic priority evolution.
• Ability to adapt to changing conditions and plans with well-reasoned decisions and minimal supervision.
• Ability to execute responsibilities with a high sense of urgency and a willingness to drive issues forward within established processes.
• Ability to begin troubleshooting any issue, problem, or oddity regardless of topic or content with a focus of assessment and engagement of proper external resources.
• Professional written and verbal communication skills.