Network NOC Engineer

- Utilize tools and execute processes to monitor and support our products and infrastructure with the aim of enhancing availability. - Address events, incidents, and escalations by adhering to established procedures and act as the main point of contact for users, carriers, and partner suppliers. - Timely respond to and assess alerts/events. - Continuously monitor infrastructure and applications, escalating issues as needed. - Conduct level 2 and 3 troubleshooting, providing support and resolution for infrastructure problems. - Create and update operational dashboards and reports to track infrastructure availability and service disruptions. - Contribute to the development and enhancement of standards for NOC tools and processes. - Participate in quality assurance initiatives, including asset, process, and monitoring tool audits. - Lead and coordinate all phases of incident resolution for escalated incidents, including organizing conference calls and maintaining essential documentation. - Collaborate with field personnel, engineers, vendors, and management to resolve incidents according to their priority. - Engage appropriate resources to manage and document all events effectively. - Advocate for incident management and event management principles and methodologies. - Understand and recognize significant infrastructure and application events. - Suggest improvements to the Event Management process based on observations and experiences. - Implement maintenance schedules for network components. - Coordinate client notifications in conjunction with the Service Desk. - Report project and operational updates to management.