Senior NOC Engineer

Xceed Maadi, Cairo

21
Applicants for
3 open positions
18
Viewed
4
In Consideration
3
Not Selected
Experience Needed:
More than 5 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Salary:
Confidential
Vacancies:
3 open positions
About the Job

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.
  • Minimum 5 years of experience in the field.
  • Must be Certified CCNA and CCNP.
  • CCIE certificate is a 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.
About this Company

Xceed is the leading multilingual Business Process Outsourcing Service provider in the EMEA region with a capacity of more than 2,200 web enabled multi channels stations.

Xceed manages various outsourcing agreements with key government & commercial accounts in... (More)

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