Role Summary

The L2 NOC Engineer is responsible for advanced monitoring, troubleshooting, and resolution of incidents related to networks, servers, cloud, and security infrastructure. This role acts as the escalation point for the L1 team, ensures SLA adherence, drives root cause analysis, and coordinates with cross-functional teams for incident resolution and problem management.

Key Responsibilities

• Provide second-level support for incidents escalated from L1 engineers.
• Perform in-depth troubleshooting and diagnosis of network, server, cloud, and application issues.
• Work with vendors and service providers to resolve escalated incidents.
• Support configuration, patching, and upgrades of network devices and servers as per SOPs.
• Maintain and update knowledge base articles and escalation procedures.
• Proactively analyze recurring issues and initiate problem management activities.
• Coordinate with L3/engineering teams for unresolved or complex incidents.
• Participate in change implementation and post-change validation activities.
• Generate detailed incident, RCA, and shift handover reports.
• Mentor and guide L1 engineers, ensuring process adherence.
• Ensure compliance with ITIL processes (Incident, Problem, Change management).

Required Skills & Qualifications

• Bachelors degree/diploma in Computer Science, Information Technology, or related field.
• 2?5 years of experience in NOC/network/server support roles.
• Strong technical knowledge of:
  • Networking (TCP/IP, BGP, OSPF, VLANs, VPNs, Firewalls, Load balancers).
  • Windows/Linux server administration.
  • Virtualization platforms (VMware, Hyper-V).
  • Monitoring tools (SolarWinds, Zabbix, Nagios, PRTG, etc.).
  • Ticketing and ITSM tools (ServiceNow, Remedy, ManageEngine).
• Hands-on experience with incident triage, RCA, and escalations.
• Ability to read and analyze logs, packet captures, and performance metrics.
• Excellent communication and stakeholder management skills.
• Willingness to work in 24x7 shifts.

Preferred/Optional Skills

• Certifications such as CCNP, MCSA/MCSE, RHCSA, VMware VCP, ITIL Intermediate.
• Exposure to cloud platforms (AWS, Azure, GCP) and monitoring solutions.
• Basic knowledge of SIEM tools (Splunk, QRadar, etc.) for security event correlation.
• Scripting/automation knowledge (Python, PowerShell, Bash) for operational efficiency.

Key Attributes

• Strong ownership and accountability for incident resolution.
• Ability to work under pressure during critical outages.
• Analytical mindset with problem-solving attitude.
• Proactive in identifying risks, patterns, and recommending long-term fixes.