NOC Engineer

2 weeks ago

Taguig, Philippines Commsec Inc. Full time

Overview

A NOC Engineer Dispatcher is responsible for monitoring and maintaining network infrastructure, troubleshooting issues by triaging and escalating alerts, and acting as a dispatcher to coordinate responses from engineering teams and external vendors to ensure minimal downtime. Key duties include monitoring systems, diagnosing and resolving hardware, software, and network problems, managing maintenance tasks, creating documentation, and communicating incidents and resolutions.

Responsibilities
  • Act as a central point of contact for incidents, dispatching the correct teams or vendors for problem resolution and coordinating their efforts.
  • Escalate complex or high-priority issues to senior engineers, management, or appropriate external parties.
  • Carry out initial ticket triage regarding fault requests and provide analysis to ensure onward dispatch is accurate.
  • Reactive/Planned work allocation to the Field, either by manual trouble ticket assignment or through optimized automation processes within a Work Force Management System.
  • Review and monitor Ticket allocations through to resolution, ensuring that any escalation processes are followed.
  • Assist resolving Engineers by the provision of additional requirements to allow work execution, including climbing permission, access, and other 3PP services in line with local and site-specific procedures.
  • Support NOC Manager in achieving Dispatch and Field Services KPIs, produce escalation and post failure reports.
  • To work in a culture and way of working characterized by proactive attitude, teamwork focus, strong performance ethics, high professionalism, and high energy.
  • Monitor and resolve Jeopardy Alerts in a timely manner; assist engineers with any requirements to execute work.
  • Maintain constant telephone support through hunt groups and hotline support to provide a quality service to internal departments and external Customers.
  • First point of contact for all field fault related issues, to ensure prompt escalation to the Dispatch Management.
  • Monitor all work queues, assigning tickets within Dispatch SLA’s, ensuring the Field resource is fully optimized.
  • In the event of any equipment failures, internally or externally, follow the Dispatch Disaster Recovery program to support customer activities until remedial work has been completed.
  • Support and assist with the development of work place tools, process and procedures to increase Dispatch and Field performance
Qualifications
  • Graduate of 4 years course
  • Willing in shifting schedule
  • Willing to be assigned in BGc Taguig
  • Can start asap
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