Systems Engineer - Level III

With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.

Role Purpose

The Senior Systems Engineer (NOC Engineer) helps ensure the availability, reliability, and operational health of business-critical infrastructure, applications, and services across a modern hybrid technology environment. This role requires strong technical judgment, proactive operational awareness, clear communication, and the ability to support fast, coordinated response during service-impacting events.

How This Role Has Evolved

Modern eNOC operations now extend beyond incident management and monitoring. Engineers are expected to understand how observability, automation, AIOps, and AI-enabled capabilities can improve detection, reduce alert noise, accelerate troubleshooting, and strengthen service resilience. A strong candidate should be curious about emerging technology trends and willing to adopt new tools and practices that improve operational outcomes.

Core Responsibilities

• Serve as a first and fast responder for infrastructure, application, network, and security-related operational events.
• Monitor, triage, and manage global incidents, ensuring events are assessed, prioritized, communicated, and escalated within accepted SLAs.
• Use modern monitoring, observability, alerting, and incident management platforms to identify trends, reduce alert noise, and detect potential service degradation before customers are impacted.
• Open, update, and manage tickets with clear documentation, accurate impact details, and timely stakeholder communications throughout the incident lifecycle.
• Lead or support major incident bridges during production-impacting events, coordinating with technical teams, service owners, and business stakeholders.
• Partner with engineering, application, infrastructure, and service management teams to improve operational runbooks, escalation paths, alert quality, and response procedures.
• Stay current with emerging IT operations trends, including AI, AIOps, automation, predictive monitoring, and intelligent incident response capabilities.

Modern Tools & Capabilities

Engineers should be comfortable working with enterprise monitoring, observability, ticketing, alerting, and incident response platforms. Familiarity with tools such as SolarWinds, ServiceNow, PagerDuty, Splunk, Dynatrace, Azure Monitor, LogicMonitor, and similar platforms is highly valuable, along with an understanding of escalation workflows, alert correlation, event enrichment, runbooks, and operational automation.

AI / AIOps Readiness

A strong Senior NOC Engineer should stay informed about current AI and AIOps trends in the IT operations market, including intelligent alerting, anomaly detection, event correlation, automation-assisted triage, automated remediation, and generative AI use cases for documentation and troubleshooting. The role requires a willingness to learn, evaluate, and responsibly adopt these capabilities where they improve operational quality, speed, and consistency.

Required Experience

• Ability to manage multiple operational priorities, incidents, and project-related tasks in a fast-paced environment.
• Excellent verbal and written communication skills with the ability to provide clear, concise, and timely updates to technical and non-technical stakeholders.
• Strong customer service mindset with the ability to build positive and collaborative relationships across technology and business teams.
• Strong troubleshooting, analytical thinking, and problem-solving skills with the ability to assess impact, urgency, and appropriate escalation paths.
• Experience documenting incidents, actions taken, timelines, communications, and resolution details in enterprise ticketing systems.
• Working knowledge of enterprise infrastructure, including Windows Server, Linux, networking fundamentals, DNS, DHCP, firewalls, VPN, load balancing, and cloud or hybrid environments.
• Familiarity with monitoring, observability, and incident response platforms such as SolarWinds, ServiceNow, PagerDuty, Splunk, Dynatrace, Azure Monitor, or similar tools.
• Understanding of alert correlation, event enrichment, escalation workflows, runbooks, and operational automation concepts.
• Willingness to learn and adopt AI-enabled operational practices, including AIOps, intelligent alerting, anomaly detection, automation-assisted troubleshooting, and AI-supported documentation.
• Organized, detail-oriented, self-motivated, and able to remain engaged through incident closure and post-incident follow-up activities.
• Ability to participate in rotating shifts, off-hours support, and on-call responsibilities as required.

Preferred Experience

• Experience with Linux, Windows Server, virtualization, cloud platforms, and enterprise infrastructure support.
• Knowledge of networking concepts and technologies, including routing, switching, DNS, DHCP, VPN, firewalls, load balancers, and secure connectivity.
• Hands-on familiarity with operational tools such as SolarWinds, ServiceNow, PagerDuty, , Azure Monitor, Splunk, Dynatrace, LogicMonitor, or similar platforms.
• Exposure to automation or scripting concepts using PowerShell, Python, REST APIs, workflow automation, or low-code automation platforms.
• Awareness of AI and AIOps market trends, including predictive monitoring, anomaly detection, event correlation, automated remediation, and generative AI use cases in IT operations.
• Ability to contribute to operational improvement initiatives, including alert tuning, runbook development, knowledge base documentation, and post-incident review improvements.

Education

• Bachelor's degree or equivalent working experience

Success Measures

• Incidents are assessed, communicated, escalated, and documented accurately and within expected response timelines.
• Monitoring and alerting practices continue to improve through reduced noise, better correlation, and clearer operational visibility.
• Runbooks, knowledge articles, and escalation procedures remain current, practical, and easy for the team to use during live events.
• The engineer actively contributes to continuous improvement by adopting relevant tools, automation, and AI-enabled practices that strengthen eNOC operations.

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