Network Operations Center (NOC Engineer)
CallTek · Cebu City
We are seeking a skilled NOC Engineer to 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.
Key Responsibilities
Network Monitoring & Performance
- Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and other proprietary monitoring 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 incident lifecycle
- Conduct root cause analysis and document lessons learned
- Track trends and recommend preventive measures
Escalation Management
- Serve as primary escalation point for Tier 1 and Tier 2 support team.
- Escalate complex issues to Tier 4 engineers and specialized teams
- Coordinate vendor support and facilitate 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, wireless networks
- Troubleshoot routing/switching (BGP, OSPF, EIGRP, STP)
- Analyze traffic using Wireshark, tcpdump
- Address DNS, DHCP, firewall, NAT, and VoIP issues
- Work on SSID requests, conference issues and other special requests
Security Operations & Compliance
- Monitor security event logs and SIEM alerts for potential threats or breaches
- Implement and maintain network security policies and access control lists (ACLs)
- Respond to security incidents and coordinate with security operations team
- Perform security vulnerability assessments on network devices
- Ensure compliance with organizational security standards and regulatory requirements
- Maintain audit logs and documentation for compliance reporting
- Participate in security incident response procedures
Field Technician Coordination & Dispatch
- Work with field technicians and coordinate tech dispatches for:
- PMS (Property Management System) troubleshooting and connectivity issues
- WiFi site surveys, coverage analysis, and wireless optimization
- 3rd party vendor troubleshooting, including video, VoIP, Conference Room Technology
- Coordinate on-site troubleshooting activities and vendor escalations
Documentation & Collaboration
- Maintain network documentation, topology diagrams, SOPs
- Create post-incident and RCA reports
- Participate in capacity planning and continuous improvement initiatives
- Work closely with Engineering, logistics, equipment and third party vendors as new equipment and technologies are integrated with the production network
Requirements
- Bachelor's degree in Computer Science, Information Technology, or related field.
- 1+ years of network operations or NOC experience
- Incident management and escalation handling
- Experience coordinating with field technicians and dispatch operations
- Strong communication and problem-solving abilities
- Calm under pressure during critical incidents
- Team collaboration and mentoring skills
- Time management and prioritization
- Preferred: CCNA, CCNP, Ruckus Certified, Aruba Certified, Meraki Certified or other networking-related certifications (CompTIA Network+, CWNA, Fortinet NSE)
- Willing to work onsite.
- Willingness to work rotating shifts, including nights, weekends, and holidays
Benefits
- Free one meal a day
- Emergency Loan and Other Financial Assistance Program
- Free 24 Hours snacks and beverages
- Health Insurance
- Health Subsidy
- Interest-Based Clubs
- Life Insurance
- Team Socialization Allowance
- Perfect Attendance Bonus
- Year-End Performance Bonus Plan(Company discretion)
- And much more