Network Operations Center Engineer

Network Operations Center Engineer

Join 2P, a pioneering force in Saudi Arabia's ICT landscape, as we continue to drive digital transformation and operational efficiency for our clients. Since 2004, we've been delivering integrated technology solutions through our specialized business units and trusted market expertise. We're seeking a dedicated Network Operations Center Engineer to support our 24/7 service availability and maintain operational stability.

• Job Purpose: The NOC Engineer is the initial point of contact, responsible for first-level monitoring, troubleshooting, incident logging, and escalation support for network, system, application, and service-related issues.
• Key Responsibilities:
• Network & System Monitoring: Monitor network devices, servers, applications, and services using approved NOC monitoring tools. Identify alerts, abnormalities, outages, and performance degradation in real time. Perform routine monitoring activities and follow documented Standard Operating Procedures (SOPs) for alert handling and incident response.
• Incident Response & First-Level Troubleshooting: Respond to alerts, incidents, and service requests in a timely manner. Perform first-level troubleshooting activities and resolve basic network, system, or service issues within L1 scope where possible. Ensure incidents are handled in accordance with defined SLAs and escalation procedures.
• Escalation Management: Escalate unresolved or complex issues to L2/L3 support teams based on the escalation matrix. Provide complete incident details, troubleshooting steps, logs, and initial findings during escalation. Follow up with relevant teams to track escalated incidents until resolution. Provide real-time status updates to the team lead and relevant stakeholders when required.
• Ticketing & Documentation: Log all incidents, service requests, actions taken, and updates in the ticketing system. Ensure incident tickets are accurate, complete, and updated throughout the incident lifecycle. Maintain proper documentation of troubleshooting steps, escalation details, and resolution notes. Support knowledge base updates by documenting recurring issues and standard resolutions.
• Daily Operations & Health Checks: Perform routine health checks for network devices, systems, applications, and services. Support backup verification activities and daily operational checks as required. Prepare and share daily reports related to incidents, alerts, health checks, and operational status. Support maintenance windows and change activities by assisting with monitoring and coordination.
• Shift Operations & Handover: Work in a shift-based 24/7 operational environment. Ensure proper shift handover with complete updates on open incidents, escalations, pending actions, and service status. Maintain shift punctuality and follow assigned duty schedules. Communicate clearly with team members to ensure operational continuity between shifts.
• Change & Maintenance Support: Support change management activities by assisting during planned maintenance windows. Monitor services before, during, and after changes to identify any service impact. Report any abnormalities or post-change incidents to the relevant teams.