استخدام NOC Engineer(آقا)

Responsibilities:
- Register, Track, Categorize and Prioritize incidents, service requests and change requests (CR) 7*24
- Dealing with incoming faults in a professional, courteous manner over the phone, ticketing system and via email and other communicative tools
- Screen alarms and events from a centralized location in a daily and nightly program
- Analyze the problems, implement the troubleshooting, incident reaction on the system and communicate with support and back-office engineers to meet SLAs
- On-time reporting to the stakeholders and senior managers on any issue that could significantly impact the business and its critical for customers and subscribers
- Take on a wider customer service role and supporting tier for define operations in IT
- Take overall responsibility for the following of incident resolution End-2-End and request fulfilment.
- Follow and register root-cause-analysis (RCA) reports in case of major or critical incidents from back-office operation teams
- Attend required meetings in case of need by NOC manager
- Ensuring all faults are progressed & cleared within SLA & OLA
- escalating to other internal and external teams in case of breaching
- Proactively follow-ups faults through their entire lifecycle from the first point of contact through to resolution
- Keeping the service owners and stakeholders to be informed of progress during CR and Faults resolution

Requirements: 
- University degree: BSc or higher degree in IT, Software Eng. or other related fields
-  Minimum 1 year of relevant experience  
- Practical knowledge of the IT Monitoring, Ticketing & generally NOC concepts and operations is a key value and big advantage 
- Past experience working with any Monitoring tools the area of IT 
- Basic knowledge of CCNA, TCP/IP, SECURITY+
- Basic knowledge of database querying like SQL
- Basic knowledge of Linux and Virtualization
- ITIL, eTOM and IT Service Management frameworks