NOC Tier 2 Engineer

Overview

Tier-2 NOC Engineer who takes escalations from Tier-1 and restores service across customer contracts spanning on-premises, Microsoft Azure and AWS environments, each with its own SLA.

What you'll do

• Take escalated tickets from Tier-1 and troubleshoot across network, compute, OS, database, application and cloud layers.
• Restore service through fixes, failover, scaling, or rolling back a bad change, within contract SLAs.
• Identify the likely root cause and record it, with resolution notes, in the ticket.
• Raise and implement emergency changes needed to restore service.
• Roll back changes that cause incidents, and check whether a recent change caused an incident.
• Execute critical out-of-band patches when requested by the SOC and validate service health after patching.
• Engage vendors (Oracle, Microsoft, AWS, ISPs and others) and internal infrastructure and application teams.
• Send status updates to customers and stakeholders on each contract's schedule during P1/P2 incidents.
• Collect and provide data (logs, configurations, flow data) to the SOC on request during security investigations.
• Raise problem records for recurring or unexplained issues.
• Tune alerts: remove noisy ones, adjust thresholds, and action false-positive tuning requests from Tier-1.
• Write and improve runbooks and automate common fixes so Tier-1 can resolve more issues at first contact.
• Coach Tier-1 analysts on troubleshooting and runbook use.

What you'll need

• Hands-on depth in at least two of: Network (TCP/IP, OSI model, routing and switching, firewalls, VPN, DNS, DHCP, load balancers, network connectivity troubleshooting); Systems (Windows Server, Active Directory, Linux administration); Databases (Oracle and Microsoft SQL Server: performance, blocking, storage, job failures); Cloud (Microsoft Azure and AWS: compute, networking, identity, monitoring); Applications (Java-based applications, web and application servers, application logs).
• Working knowledge of the remaining areas above.
• Working knowledge of the products and IoT devices for the contracts supported.
• Log analysis across firewalls, routers, switches, servers and applications.
• Experience with SolarWinds (NPM, NetFlow analysis, node and interface health), AppDynamics (transaction tracing and application performance analysis), Oracle Enterprise Manager (database and middleware performance analysis), Site24x7 (synthetic monitoring and availability checks), Azure Monitor and AWS CloudWatch (metrics, alarms and log queries), PRTG Network Monitor and Nagios.
• Experience with ticketing systems (ServiceNow, Jira or similar) and Microsoft 365.
• ITIL incident, problem and change management, including emergency changes and rollbacks.
• Vendor escalation and management.
• Shift handover and incident documentation.
• Structured, analytical troubleshooting under pressure.
• Clear written and verbal technical updates for both technical and customer audiences.
• Attention to detail, and the ability to manage several incidents at once.

Nice to have

• Python for automation that spans several systems (e.g., one script that checks a service across Azure, AWS and on-premises).
• Splunk SPL basics.
• Network device CLI for reading switch, router and firewall state.
• Experience in a multi-customer or managed services NOC with contract-specific SLAs.
• ITIL 4 Foundation.
• CCNA or CompTIA Network+.
• Microsoft Certified: Azure Administrator Associate (AZ-104).
• AWS Certified SysOps Administrator – Associate.
• CompTIA Security+.

Details

• Escalate to NOC Tier-3 / engineering when the root cause is outside standard operations, a fix needs a significant change or design decision, or the issue is not resolved within the P1/P2 time limit.
• Escalate to the Incident Commander (war room) during a major incident: several contracts affected, a full customer outage, a likely SLA breach with penalties, or a possible security cause.
• Scripts are kept in Git in an approved, peer-reviewed library, are read-only by default, pull credentials from a vault, and are parameterized by contract and CI.
• Worker type: Employee.