Key Responsibilities:

NOC Operations and Monitoring:

• Proactive monitoring of client infrastructure, applications, and security systems using N-Central and PRTG.
• Ensure the timely and accurate processing of alerts, adhering tdefined escalation paths and SLAs.
• Refine monitoring thresholds, rules, and dashboards within N-Central and PRTG toptimize alert accuracy and reduce noise.
• Collaborate with other technical teams timplement and improve monitoring strategies for new and existing client environments.
• Analyse alert trends and identify potential underlying issues or recurring problems, contributing tproactive problem management.

Incident Management and Response:

• Lead the initial triage and troubleshooting of alerts, providing first-level support and gathering critical diagnostic information.
• Coordinate with other technical teams (e.g., Service Desk, Engineering) for efficient incident resolution and escalation when necessary.
• Maintain accurate and detailed records of all alerts, incidents, and remediation steps within our ticketing system.
• Contribute tthe development and maintenance of knowledge base articles and troubleshooting guides for common issues.

Reporting and Communication:

• Generate regular reports on NOC performance, alert trends, and SLA adherence.
• Communicate effectively with internal teams and, when necessary, clients regarding the status of critical incidents and planned maintenance.
• Participate in regular service review meetings, providing insights intthe health and performance of client environments.

Essential skills and experience:

• Minimum 2 years’ overall experience in IT MSP Environment in a NOC role.
• Experience with Windows 2012 R2 / 2016 / 2019/ 2022
• Experience with Active Directory, DNS, DHCP, IIS, PKI etc.
• Experience with VMware vSphere 6.5 or above
• Experience with Hyper-V 2012 or above
• Fundamental understanding of mass storage like SANs and NAS devices
• Fundamental understanding of VLANs, routing, firewall behavior, packet shaping etc.
• Strong communication (both written and verbally) and comfortable face tface
• Sound ITIL framework mind-set in terms of structured incident management, request management, change management, contractual scope aligned etc.
• Good knowledge of Exchange 2016 and above.

Qualifications and Experience:

• Proven experience (typically 2+ years) working in a Network Operations Center (NOC) environment, preferably within an MSP.
• Proficiency in utilizing N-Central for remote monitoring and management.
• Strong working knowledge of PRTG for infrastructure and application monitoring.
• Familiarity with server operating systems (Windows Server, Linux) and virtualization technologies (VMware, Hyper-V).
• Experience with scripting languages (e.g., PowerShell, Python) for automation is a strong advantage.
• Excellent troubleshooting and problem-solving skills with a systematic approach.
• Strong communication (both written and verbal) and interpersonal skills.
• Ability twork effectively under pressure in a fast-paced, 24/7 environment.
• ITIL Foundation certification (or higher) is a plus.
• Relevant technical certifications (e.g., CompTIA Network+, Server+, Microsoft Certified: Azure Administrator Associate, etc.) are desirable.