Sr. Engineer, NOC Services

WHAT WE ARE LOOKING FOR

We are currently in the process of recruiting a seasoned Senior Engineer IMS with 6-8 years of relevant experience. The primary responsibility of this role is to ensure that our customers extract the utmost value from Kaseya's products and services. The ideal candidate should exhibit strong technical capabilities in network IT and remote Windows system infrastructure. Additionally, exceptional English fluency and the ability to troubleshoot effectively are crucial for this role.

REQUIRED SKILLS

• The candidate should have 6-8 years of relevant experience in a senior technical support or systems administration role, with a focus on network IT, remote Windows systems, and NOC environments.
• They should have a proven track record of successfully troubleshooting and resolving a wide range of complex technical issues.
• They should possess a deep understanding of Windows Server operating systems, including aspects such as configuration, security, automation, and patch management.
• They should have a strong grasp of network IT concepts, including network protocols, routing, switching, and security best practices.
• They should demonstrate expertise in using remote Windows system infrastructure management tools (e.g., Kaseya Products) for efficient monitoring and management.
• They should have in-depth knowledge of Network Operation Center (NOC) best practices and procedures for incident management and resolution.
• They should exhibit excellent communication and interpersonal skills to effectively collaborate with customers, internal teams, and junior engineers.
• They should possess strong leadership skills with the ability to mentor and guide junior team members.
• They should have the ability to prioritize and manage multiple tasks simultaneously in a fast-paced environment.
• They should demonstrate a commitment to providing exceptional customer service and maintaining high levels of professionalism.
• They should be willing to work in a 24/7 environment with rotational shifts.
• This role requires a 100% in-office presence and involves 24*7 shift work at our Bengaluru office location in India.

WHAT YOU'LL DO

As a Senior Engineer NOC Services, it is imperative to ensure compliance with service level objectives (SLOs) and maintain comprehensive case and Root Cause Analysis (RCA) documentation. The role involves adhering to Standard Operating Procedures (SOPs) and escalation instructions while simultaneously assisting multiple customers and environments. It is crucial to understand the impact of issues on customers and prioritize or escalate them as needed. A high degree of professionalism must be maintained in every customer interaction. The role requires you to act as the primary owner for all endpoint issues and alerts triggered from managed machines or internal servers. This involves performing alert verification, troubleshooting, and management for systems, and closing tickets within defined processes. Updating the internal knowledge base with added support solutions as required is also part of the role. Tasks assigned by Tech Leads/Managers on customer-facing issues need to be completed promptly. The role involves managing multiple tickets/tasks across server, desktop, and application issues and resolving them based on priority. Providing mentorship to junior team members and offering technical guidance as needed is also a key aspect of this role.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Lead and oversee the daily operations of the IMS environment, ensuring optimal performance, stability, and security.
• Proactively identify, troubleshoot, and resolve complex technical issues across servers, workstations, and network devices.
• Analyze system logs, event data, crash dumps, and other application logs to pinpoint root causes of problems.
• Develop and implement efficient troubleshooting procedures and best practices for the NOC environment.
• Create and maintain clear and concise documentation of incidents, resolutions, and root cause analysis (RCA) to ensure knowledge transfer.
• Adhere to established Service Level Agreements (SLAs) for exceptional customer support.
• Manage and escalate critical customer issues effectively through established runbooks and procedures.
• Provide technical support and guidance to customers experiencing complex IT problems.
• Mentor and guide junior team members, fostering their technical skills and knowledge.
• Participate in continuous learning activities to stay up to date on the latest technologies and best practices.
• Contribute to the continuous improvement of the IMS environment through automation and optimization initiatives.

WHAT YOU'LL BRING

• 6-8 years of relevant work experience in the field of network IT and remote Windows system infrastructure.
• Demonstrated experience in adhering to Service Level Objectives (SLOs) and maintaining clear case and Root Cause Analysis (RCA) documentation.
• Proficiency in following multiple Standard Operating Procedures (SOPs) and escalation instructions.
• Excellent skills in prioritization and escalation based on customer impact.
• High level of professionalism in interactions with customers.
• Strong leadership skills with the ability to mentor and guide junior team members.
• Exceptional troubleshooting skills for a variety of system issues.
• Effective verbal and written communication skills.
• Willingness to work in a 24x7 environment with rotational shifts.