NOC Engineer

About the Role

The NOC Engineer is responsible for real-time monitoring, incident detection, alarm triage, initial troubleshooting, and service restoration support across cable, broadband, IP, voice, video, Wi-Fi, mobile, and enterprise service platforms. The role operates in a 24x7 Network Operations Center environment and supports network availability, service stability, SLA compliance, incident escalation, and timely resolution.

Responsibilities

• Monitor network, service, application, and infrastructure platforms in real time.
• Detect, acknowledge, correlate, and prioritize alarms, alerts, and service-impacting events.
• Perform initial triage and impact assessment for network, broadband, access, core, voice, video, Wi-Fi, mobile, and enterprise service issues.
• Create, update, and manage incident tickets with accurate documentation.
• Troubleshoot routing, switching, access network, CMTS, HFC, DOCSIS, application, security, and load balancing issues.
• Coordinate P1 and P2 incidents, including bridge initiation, technical updates, escalation, and restoration tracking.
• Escalate incidents to engineering teams, field operations, vendors, application teams, leadership, and resolver groups.
• Follow SOPs, runbooks, incident workflows, change awareness processes, and ITIL-aligned practices.
• Support root cause analysis, post-incident reviews, operational reporting, and continuous improvement.
• Maintain disciplined communication during incidents, shift handoffs, and stakeholder updates.
• Ensure SLA compliance through timely acknowledgment, escalation, updates, and closure.