Command Center; Incident & Network Support Engineer

Job Description Command Center (Incident & Network Support) Engineer

We are looking for Command Center Engineer who is having experience in Network Support & Incident Engineer provides first-line support for network infrastructure, focusing on monitoring, basic troubleshooting, incident logging, and escalation. This role ensures network availability by following standard operating procedures (SOPs) and predefined runbooks.

• Monitor network devices and links using NMS tools (Solar Winds, Zabbix, Nagios, etc.)
• Handle L1 incidents related to:
• LAN/WAN connectivity
• Router, switch, firewall alerts
• VPN connectivity issues
• Perform basic troubleshooting using SOPs and checklists
• Create, update, and manage tickets in ITSM tools (Service Now, Remedy, etc.)
• Identify incident severity and escalate to L1.15 / L2 teams as per SLA
• Perform basic network health checks (CPU, memory, interface status)
• Coordinate with ISPs / vendors for link-related issues (as per SOP)
• Maintain shift logs, incident notes, and documentation
• Follow change, incident, and problem management processes
• Support 24x7 operations in rotational shifts
• Leveraging technology to issue all communications and providing key stakeholder management
• Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
• Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
• Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution
• Being accountable for resolving the outage via workaround or permanent fix
• Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews
• Supporting and nurturing process improvements and knowledge base improvements
• Continually maintaining and developing tools and resources to manage major incidents effectively
• Providing periodic major incident metrics reports

• Basic understanding of:
• TCP/IP, OSI model
• LAN, WAN, DNS, DHCP
• Exposure to:
• Routers & switches (Cisco/Juniper basics)
• F irewalls (basic understanding only)
• Familiarity with:
• Network monitoring tools
• ITSM ticketing systems

• 3-5 years of experience in Network Operations / IT Support
• Diploma / Bachelor’s degree in IT, Computer Science, or related field
• Certifications (Preferred):
• CCNA (or equivalent – foundational level)
• ITIL Foundation (optional)

• Good communication skills
• Ability to follow SOPs strictly
• Willingness to work in shifts
• Basic troubleshooting mindset

Salary Range: $90,000-$110,000 a year

Qualifications:

BACHELOR OF COMPUTER SCIENCE