Network Operations Center – Engineer L1

Job Purpose

NOC L1 Engineers are responsible to Provide 24×7 first-level operational monitoring and support for Data Center, COLO, and Cloud infrastructure using NMS and ITSM platforms. Ensure timely detection, incident handling, escalation to next level, and communication to maintain high service availability and meet SLA commitments.

Roles & Responsibilities

• 24×7 monitoring of Data Center, COLO, and Cloud infrastructure using NMS and ITSM platforms.
• Monitor network devices, servers, storage, virtualization, security appliances, power, and environmental alerts.
• Monitor WAN, LAN, Internet, VPN, and Data Center network connectivity and service availability.
• Identify, acknowledge, classify, prioritize, and log incidents in the ITSM tool.
• Perform first-level troubleshooting using SOPs, runbooks, and knowledge base articles.
• Execute basic health checks for network, compute, storage, and infrastructure services.
• Escalate unresolved or critical incidents to L2/L3 teams and vendors within defined SLA timelines.
• Coordinate with Operations, Engineering, Facilities, and Vendor teams during incident resolution.
• Participate in Major Incident Management (MIM) and bridge calls until service restoration.
• Track, update, and maintain incident, service request, change, and problem records with accurate documentation.
• Communicate service status, outages, maintenance activities, and incident updates to customers and stakeholders.
• Support scheduled maintenance, change implementation, and post-change monitoring activities.
• Maintain shift handover reports, operational logs, and NOC documentation.
• Understand customer connectivity, Data Center topology, rack layouts, and network architecture to support rapid fault isolation.
• Possess basic knowledge of Windows/Linux operating systems and Data Center networking concepts.
• Operate and monitor enterprise NMS, ITSM, Syslog, SNMP, and alert management platforms.
• Continuously improve operational knowledge through training, documentation updates, and operational readiness activities.

Experience & Educational Requirement

BE/B-Tech or equivalent with Computer Science or Electronics & Communication

RELEVANT EXPERIENCE

• Knowledge of data-center and wide-area-network routing/switching, tunneling, security operations/engineering, MPLS and Ethernet carrier transports, WiFi
• Knowledge of Solarwinds,checkmk, NetCool or other fault monitoring toolsets
• Knowledge of ServiceNow or other incident and change management tools
• Broad knowledge and background on TCP/IP, MPLS, WAN, and LAN technologies.
• Understanding and working knowledge of routing protocols such as BGP, EIGRP and OSPF.
• Ability to interpret firewall logs and look for specific permission or denial of a source IPs to a specific destination in support of troubleshooting
• In-depth understanding of all Visa proprietary as well as industry standard tools to support monitoring and response for client and Visa brand issues
• At least 2 years of experience working as a Network Operations Analyst, or equivalent first or second level network support experience.
• Ability to work 12hr rotating shifts.
• Excellent verbal/written communication, organizational skills, ability to prioritize constant changing workload to meet business demand.
• Good interpersonal skills and ability to work as a high performing team.
• MS Office suite proficiency