NOC Engenieer Tier 3 at Solvo Global
About the job
Ensure 24/7 availability and performance of network infrastructure through monitoring, incident response, escalation management, and technical support while maintaining SLAs and collaborating with cross-functional teams.
Responsibilities~
Network Monitoring & Performance~
Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and proprietary systems like Cosmos
Analyze performance trends, bandwidth, latency, packet loss, and KPIs
Maintain monitoring thresholds, alert policies, and SLA metrics
Incident & Problem Management~
Respond to alerts and outages within SLA timeframes
Perform triage, diagnosis, and manage the incident lifecycle
Conduct root cause analysis and document lessons learned
Track trends and recommend preventive measures
Escalation Management~
Serve as the primary escalation point for Tier 1 and Tier 2 support teams
Escalate complex issues to Tier 4 engineers and specialized teams
Coordinate vendor support and lead bridge calls during major incidents
Manage communication between technical teams, management, and stakeholders
Network Operations & Maintenance~
Execute firmware updates, patches, and configuration changes
Configure routers, switches, firewalls, load balancers, wireless controllers
Implement VLANs, access control policies, and VPN connections
Perform change management and maintenance window activities
Troubleshooting & Support~
Resolve issues across LAN, WAN, MPLS, SD-WAN, and wireless networks
Troubleshoot routing/switching (BGP, OSPF, EIGRP, STP)
Analyze traffic using Wireshark, tcpdump
Address DNS, DHCP, firewall, NAT, and VoIP issues
Manage SSID requests, conference issues, and other special requests
Field Technician Coordination & Dispatch~
Work with field technicians and coordinate tech dispatches for PMS troubleshooting and connectivity
Conduct WiFi site surveys, coverage analysis, and wireless optimization
Handle 3rd party vendor troubleshooting including video, VoIP, and conference room technology
Coordinate on-site troubleshooting and vendor escalations
Documentation & Collaboration~
Maintain network documentation, topology diagrams, and SOPs
Create post-incident and root cause analysis (RCA) reports
Participate in capacity planning and continuous improvement initiatives
Collaborate with Engineering, logistics, equipment, and third-party vendors to integrate new equipment and technologies
Skills~
Technical (Hard Skills)~
TCP/IP, routing protocols, VLANs, QoS
Cisco, Ruckus, Aruba/HP, Meraki routers, switches, and wireless controllers
Firewalls (Cisco ASA, Fortinet, Watchguard)
Monitoring tools (SolarWinds, PRTG, Nagios, Zabbix, Cosmos)
Wireshark, tcpdump, packet analysis
VPN, SD-WAN, load balancers, wired (Ethernet and fiber) and wireless networking
Property Management Systems (PMS) and hospitality technology (preferred)
Soft Skills~
Strong communication and problem-solving abilities
Calm under pressure during critical incidents
Team collaboration and mentoring skills
Time management and prioritization
