NOC Engineer
Xceed -
Maadi, CairoPosted 4 years ago69Applicants for2 open positions
- 21Viewed
- 1In Consideration
- 10Not Selected
Job Details
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Job Description
Purpose
- To assure company's competitive strength and business growth through the provision of the highest quality technical Service Operations to company customers
- Perform all Service Operations activities according to company standards and procedures, maximizing customer satisfaction by the delivery of first-class support activities.
- To manage and assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in Troubleshooting, implementing, and improving working processes and procedures.
Key Responsibilities:
- Ensure that customer and product/service documentation is up to date and take appropriate actions to have them updated as required.
- Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and SLAs.
- Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups.
- Monitoring client security infrastructure, identifying and reporting Real Time attacks and vulnerabilities on the client network.
- Identification of incidents and subsequent analysis and investigation to determine their severity and the response required.
- Maintain a keen understanding of evolving threats and vulnerabilities to ensure the security of the client network.
- As required update Protective Monitoring/SOC documentation, processes and procedures and ensure currency.
- Ensure shortest possible restoral times possible, initiating the timely escalations to specialized Resolver groups inside and outside COMPANY, according to the customer contracts and SLAs and monitoring requirements.
- Improve MTTR and overall Customer experience with Operations Team.
- Adhere to installation guidelines and industry best practices in order to deliver quality Service Operations.
- Reporting and escalating all observed problems to proper company operational escalation points.
- Report on the monthly performance of the team and provide feedback to the relevant management teams.
- To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support and direct management.
- Manage the first line responsibility and budgets for the different teams under Service Operations, including Quality of service provided and Escalations.
- Help when needed in Change Management, Configurations, Design and Implementation of the supported Product & Systems.
- Supervise staff and ensure adequate training and development is provided to them and carry out annual reviews and input into performance appraisal process.
- Conducts the analysis, definition, documentation and testing of application & systems enhancements.
- Identify knowledge and documentation gaps, and ensure there is a process to get up-to-date information through a knowledge repository
- When/where required, be contactable for escalations and support, on and on-call standby basis
- When/where required, perform assigned tasks on 24 x 7 shifts basis.
Job Requirements
Requirements:
- Bachelor of Computer Science or Telecommunication engineering from one of the well-recognized universities.
- 5 years of experience in the field.
- Must be Certified CCNA & CCNP, CCIE is plus
- Hands on Knowledge of CISCO routers, switches & Firewalls, any other vendors is plus
- Strong security knowledge, experience of SIEM, Firewall, Cyber, ArcSight, LogRhythm, RSA
- ITIL Knowledge & framework (ITIL Foundation Certification is PLUS)
- Understanding of project management methodologies and the project life cycle
- Ability to handle multiple tasks simultaneously & meet agreed due date
- Excellent command of spoken and written English language.
- Ability to work effectively in a team environment with minimal supervision.
- Good communications and presentation skills.
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