NOC Operator

NOC OPERATOR

Role

• Manage and maintain Data Center network.
  
• Manage and maintain the Network Monitoring Systems (Zabbix, CloudScope, NCE, etc).
  
• Diagnose, document and escalate issues with network elements.
  
• Incident handling and escalation (identifying and responding to the network issues, liaising with 3rd party suppliers & ISPs, handling escalation through to resolution).
  
• Network provisioning including IP assignment, core network configuration including L2/L3 & security related circuits, DNS/DHCP setup, monitoring and graphing.
  
• Perform periodic customer service review, configuration backup and health check of network.
  
• Create and maintain technical documentation of processes and procedures for network operations.
  
• Development of knowledge and skills including knowledge transfer with colleagues within the role.
  
• Operate in a 24x7 shift allocation roster (including public holidays).
  
• Follow the ITIL and ISMS best practise guidelines.
  
• Coordination with Field Technicians, Internal Teams, Third Party Suppliers and ISPs.
  
• Create, update & route trouble tickets to concerned teams.
  
• Provide critical service outage notification and escalate issues for timely resolution.
  
• Maintain and comply with standard Company technical and administrative procedures.
  
• Monitor network status and provide support for issues related to the network infrastructure,hardware,and applications.
  
• Develop and maintain excellent customer relationships.
  

Responsibilities

• Availability through all NOC communication channels during on-duty hours.
  
• Responsible to monitor network and immediately react to adverse conditions detected in network(s).
  
• Responsible to handle events and incidents with due diligence and due care.
  
• Responsible to follow up network event/incident, escalate when necessary, and keep records to final resolution.
  
• Responsible to coordinate and notify planned network activities.
  
• Comply with applicable laws, regulations, international standards and related Policies and Procedures.
  

Authorities

• Authority to access ticketing system in order to create Event or report Incident.
  
• Authority to call third party service provider from registered NOC communication channels.
  
• Authority to communicate with customers in order to provide status of incident or event.
  
• Authorized to access documentation on shared storage.
  
• Authorized to access network devices and execute commands as per defined authorization level.
  
• Authorized to access and change documentation on shared storage according to role.
  

Qualifications

• Previous NOC experience in DC or IP/MPLS industry is a plus
  
• Experience in DC or IP/MPLS networks operations
  
• Solid understanding of following network protocols and technologies:
  
• OSPF, BGP, ISIS, QoS
  
• VXLAN, GRE, L2VPN and L3VPN
  
• Hands on experience with Cisco and Huawei CE & NE series equipment is a plus
  
• Hands on experience with CloudScope and Zabbix is a plus
  
• Hands on experience with other network vendors is a plus