NOC Engineer

Yondu, Inc.


Date: 1 week ago
City: Taguig
Contract type: Full time
Monitoring and Analysis

  • Utilize network monitoring and management tools to proactively identify and diagnose network faults and incidents.
  • Analyze network events and incidents, ensuring timely resolution within established Service Level Agreements (SLAs).
  • Maintain detailed documentation of network incidents, including troubleshooting steps, root cause analysis, and resolution procedures.

Incident Management

  • Prioritize network issues based on severity and business impact.
  • Escalate critical incidents to appropriate support teams (Tier 2 or Vendor Support) with clear and concise analysis and data.
  • Collaborate with internal and external stakeholders to ensure timely resolution of network issues.
  • Provide clear and consistent communication to all parties involved throughout the incident life cycle.

Device Management

  • Perform commissioning and decommissioning of network devices following established procedures.
  • Maintain accurate records of network equipment operation and ensure timely resolution of equipment issues.
  • Update network, server, and voice device documentation, including configuration changes and equipment failures.

Technical Support

  • Serve as the first point of contact for customers seeking technical assistance via phone, Viber, and email.
  • Troubleshoot network, server, and voice-related issues using diagnostic techniques and insightful questioning.
  • Maintain accurate and up-to-date customer information within ticketing systems.

Knowledge Base and Collaboration

  • Contribute to the internal troubleshooting knowledge base for continuous improvement.
  • Participate in high-severity incident bridges (Sev 1/2) to gather information, coordinate resolutions, and keep stakeholders informed.
  • Other job-related activities may be assigned from time to time.

Minimum Qualifications

  • At least graduate with a Bachelor’s Degree in IT, Computer Science, Engineering or any related course.
  • At least 2+ years of NOC or Service Desk experience in IT Operations
  • Knowledgeable in the following:
    • IT Service Operations or IT Service Management
    • ITIL Framework, Ticketing Tool
    • IT Literacy around Applications and Systems
  • Must have strong analytical skills, highly detailed and process-oriented.
  • Must have strong communication and presentation skills in English and Filipino.
  • Must have strong business/client engagement skills.
  • Must be assertive, results-oriented, and able to multitask.
  • Must possess strong negotiation skills.
  • Must have strong interpersonal skills
  • Ability to work with minimum supervision and able to provide guidance to new team members.
  • Must be adept to work in a fast-paced environment with tight SLAs.

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