Job Description
Job Overview
We are seeking a proactive Network Operations Centre Engineer to support 24x7 managed services operations. This role serves as the first point of contact for clients and vendors, responsible for monitoring alerts, managing service tickets, and ensuring timely incident resolution in accordance with agreed service levels.
The ideal candidate is disciplined, client-focused, and confident in working within structured processes in a high-availability environment.
Key Responsibilities Incident & Ticket Management- Receive, log, validate, and diagnose client incidents and service requests
- Monitor alerts, mailbox queues, calls, and chat requests
- Perform first-level troubleshooting and provide first-call resolution where possible
- Escalate issues appropriately based on defined escalation matrix
- Manage tickets in line with established SLAs and ...