NOC Engineer – Tier 2, Managed Services

This is a fully remote position, open to applicants in Pakistan.

📋 Description

• Serve as the Tier 2 escalation contact for incidents raised by the Tier 1 NOC.

• Conduct in-depth troubleshooting across Windows Servers, Linux systems, and various databases including MySQL, PostgreSQL, and MSSQL.

• Take ownership of incidents from identification to resolution and perform root cause analysis.

• Engage in major incident responses for P1/P2 incidents and participate in post-incident reviews.

• Configure and enhance monitoring systems using Zabbix, which includes setting up templates, triggers, thresholds, and discovery rules.

• Mitigate alert fatigue by adjusting thresholds, reducing noise, and enhancing signal quality.

• Establish proactive monitoring practices through capacity planning, trend analysis, and predictive alerting.

• Oversee and troubleshoot environments including Windows Server, Linux distributions, virtualization platforms, and cloud services such as Azure, AWS, and GCP.

• Execute system patching, updates, performance tuning, and service hardening activities.

• Monitor and resolve database performance issues, such as slow queries, locks, indexing, and ensure backup and restore validation, replication, and availability.

• Develop and maintain automation scripts using Bash, PowerShell, or Python.

• Enhance operational efficiency through the creation of runbooks, self-healing scripts, and API integrations.

• Collaborate with engineering teams on Infrastructure as Code initiatives using Terraform and Ansible.

• Provide support to various customers in sectors such as finance, healthcare, SaaS, and manufacturing.

• Ensure compliance with SLAs and manage ticket handling and prioritization using Jira or ServiceNow.

• Maintain runbooks, SOPs, and troubleshooting documentation.

• Contribute to the knowledge base and participate in internal training programs.

• Guide and mentor Tier 1 engineers.

⛳️ Requirements

• A minimum of 3 years of experience in a NOC, MSP, or IT operations setting.

• Proven experience working in a 24/7 NOC or MSP environment is essential.

• Strong familiarity with monitoring tools such as Zabbix or similar applications.

• In-depth knowledge of Windows Server, including Active Directory, DNS, and DHCP.

• Experience in Linux administration, particularly with CLI, networking, and log management.

• Capable of troubleshooting database issues effectively.

• Understanding of networking fundamentals, including TCP/IP, routing, and firewall configurations.

• Familiarity with cloud platforms, with a preference for Azure.

• Knowledge of virtualization technologies is desirable.

• Excellent troubleshooting and analytical skills.

• Ability to manage high-pressure incidents and handle multiple concurrent tickets efficiently.

• Understanding of ITIL practices, including Incident, Problem, and Change Management.

• Practical experience in Python, PowerShell, or Bash scripting.

• Experience with tool integrations via APIs is a significant advantage.

• Familiarity with container platforms such as Docker and Kubernetes is a plus.

• Experience with CI/CD pipelines is a plus.

• Knowledge of Infrastructure as Code tools, such as Terraform, is a plus.

• Exposure to security tools or SOC environments is an advantage.

• Familiarity with log management platforms like Elastic or OpenSearch is a plus.

🏝️ Benefits

• Full-time contractor position.

• Remote work arrangement.

• 40 hours per week.