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Command Center (Incident & Network Support) Engineer
Command Center (Incident & Network Support) Engineer
We are looking for Command Center Engineer who is having experience in Network Support & Incident Engineer provides first-line support for network infrastructure, focusing on monitoring, basic troubleshooting, incident logging, and escalation. This role ensures network availability by following standard operating procedures (SOPs) and predefined runbooks.
Key Responsibilities
- Monitor network devices and links using NMS tools (SolarWinds, Zabbix, Nagios, etc.)
- Handle L1 incidents related to:
o LAN/WAN connectivity
o Router, switch, firewall alerts
o VPN connectivity issues
- Perform basic troubleshooting using SOPs and checklists
- Create, update, and manage tickets in ITSM tools (ServiceNow, Remedy, etc.)
- Identify incident severity and escalate to L1.15 / L2 teams as per SLA
- Perform basic network health checks (CPU, memory, interface status)
- Coordinate with ISPs / vendors for link-related issues (as per SOP)
- Maintain shift logs, incident notes, and documentation
- Follow change, incident, and problem management processes
- Support 24x7 operations in rotational shifts
- Leveraging technology to issue all communications and providing key stakeholder management
- Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
- Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
- Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution
- Being accountable for resolving the outage via workaround or permanent fix
- Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews
- Supporting and nurturing process improvements and knowledge base improvements
- Continually maintaining and developing tools and resources to manage major incidents effectively
- Providing periodic major incident metrics reports
Technical Skills Required
- Basic understanding of:
o TCP/IP, OSI model
o LAN, WAN, DNS, DHCP
- Exposure to:
o Routers & switches (Cisco/Juniper basics)
o F irewalls (basic understanding only)
- Familiarity with:
o Network monitoring tools
o ITSM ticketing systems
Experience & Qualifications
- 3-5 years of experience in Network Operations / IT Support
- Diploma / Bachelor’s degree in IT, Computer Science, or related field
- Certifications (Preferred):
o CCNA (or equivalent – foundational level)
o ITIL Foundation (optional)
Key Competencies
- Good communication skills
- Ability to follow SOPs strictly
- Willingness to work in shifts
- Basic troubleshooting mindset
Salary Range- $90,000-$110,000 a year
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#LI-VX1
Location
San Ramon, CA
Job Function
TECHNOLOGY
Role
Engineer
Job Id
398049
Desired Skills
Command Center
Salary Range
$90,000-$110,000 a year
Desired Candidate Profile
Qualifications : BACHELOR OF COMPUTER SCIENCE
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