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