Cloud Platform and Network Operations Center (NOC) Engineer

Responsibilities:

• Identify and action all incoming major incidents from monitoring tools in a rapid manner
• Manage client infrastructure to customer satisfaction in line with contractual commitments
• Work autonomously, managing alerts, phone calls, backups, etc. to resolution within SLA
• Provide excellent customer service and communication to all clients
• Ensure the integrity and validity of environments managed on behalf of clients
• Support best practice design, implementation, and management of infrastructure solutions
• Identify and provide insight to internal stakeholders on recurring incidents and assist in root cause resolution
• Ensure compliance with Service Levels, network performance, and configurations
• Collaborate effectively with the team to transition workflows to colleagues in the 24-hour roster with clear handover notes and instructions
• Provide 1st / 2nd level technical support on Incidents and Requests raised by customers via email, portal, or phone call
• Rapidly respond and resolve incoming alerts generated from monitoring tools
• Manage major/critical incidents and communicate updates to key stakeholders
• Perform event management (monitoring and actioning events within client and internal environments)
• Perform initial triage on networking outages, including L1 troubleshooting and raising vendor cases when required
• Assist in day-to-day monitoring of client backups
• Perform upgrades, patching, and maintenance outside standard hours when required

To be successful in this role, you will have:

• Mandatory
• Minimum of 3-4 years’ experience in Infrastructure and Operations support
• Familiarity with the ITIL framework and best practices for incident, problem, and change management
• Good problem analysis and resolution skills
• Practical experience using Remote Monitoring and Management (RMM) Tools such as Solarwinds N-Central, Logic Monitor
• Excellent communication skills, ability to interact with team members, client representatives, and vendors to achieve problem resolution
• Formal training and certification in an industry technology
• Certification:
• Microsoft Azure certification (AZ-900 / AZ-104)
• Desired
• Previous experience in a NOC/Datacentre
• Experience administering Windows Server environments
• Solid understanding of a range of the following technologies:
• Azure AD / Entra ID basics
• Microsoft Windows Server administering DNS, DHCP, Group Policy & PS scripting
• M365 administration & troubleshooting experience
• Cloud IAM basics – AWS IAM / Azure RBAC role assignment and policy verification
• Network and Windows Security
• Storage and Commercial Backup Technologies (e.g. Veeam, Commvault)
• Firewalls such as Pfsense, Palo Alto, Cisco ASA etc.
• Cisco routers/switches
• Anti-Virus Technologies
• VMware vSphere/ESXi or Hyper-V
• Ability to demonstrate initiative and provide attention to detail
• Ability to work autonomously with limited supervision
• Ability to work remotely from colleagues but still feel comfortable asking questions when required
• Excellent verbal and written communication skills
• Certification (Preferred):
• Windows Server Hybrid Administrator (AZ-800 / AZ-801)
• Network Administration – CCNA / NSE
• Qualification:
• Tertiary Education (e.g., Bachelor’s degree in IT – IS / Cloud / Network / Security)