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NOC Engineer – CBQ

Full Time
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Commercial Bank Qatar

Doha, Qatar

 

QUALIFICATION & EXPERIENCE:

• Bachelor’s degree in computer science or management information systems or equivalent work experience preferred

• 3+ years’ experience providing direct support to IT business applications and related infrastructure teams in a complex multiplatform operating environment preferred.
•2+ years’ experience in a NOC, Network Support or Infrastructure Operations role.

• 2+ years’ experience with ITIL Service Management , Event & Incident required  concepts required.

• Experience in crafting clear and concise incident status updates suitable for an executive level IT and business leadership audience required

• Strong IT systems troubleshooting analysis abilities.

• Banking and/or Financial Services industry experience preferred.

• Broad experience using a variety of monitoring and ticket management tools (ServiceNow or BMC Remedy experience a plus)

• ITIL Foundation / Intermediate certifications a plus

• Must possess strong interpersonal skills and have the ability to interact with all levels of employees in a professional manner.

• Attention to detail and multitasking ability

• As an essential function of this position, the employee must be able to handle high levels of stress satisfactorily and always be congenial with other employees and customers.

• NOC is a fast-paced environment, critical thinking is essential.

• Willingness to work in a 24×7 shift based environment.

 

ROLES AND RESPONSIBILITIES:

The NOC Engineer has the responsibility of monitoring the network, servers and any telecommunications equipment in the company environment including CBQ ATM environment. When the system malfunctions, the NOC IT Service Assurance Coordinator should be able to identify responsible unit and raise a ticket in ITSM or inform the resolution team directly (during OOH). Coordinate the process of incident resolution and further investigation of the root cause within companies’ Problem management process.

  • Monitor alerts for various sub-systems and react by raising incidents in the ticketing system.
  • Perform priority incident impact assessments, assess active or potential business impacts, set appropriate priority and escalate when needed
  • Assist with assembling incident resolution teams, drive incidents to closure, take charge of resolution activities.
  • Perform priority incident impact assessments, assess active or potential business impacts, set appropriate priority and escalate when needed.
  • Drive root cause analysis.
  • Provide timely, clear incident status communications to IT and business leadership, resolution team members and other stakeholders.
  • Participate in the ongoing Incident Management process improvements.
  • Collect and record all required incident details for input into Problem Management’s root cause analysis process, management reporting metrics and follow-up major incident reviews.
  • Utilize ITIL knowledge to review incidents during audits to ensure Incident Management process is being adhered to.
  • Drive problem analysis to conclusion to determine root cause for any Severity 1 or High Impact incidents as well as for any recurring incidents.
  • Prepare the IT Operation reports.
  • Collect the data and create performance reports for various systems, and report trends in hardware and application performance to assist senior technical personnel to predict future issues or outages.
  • Support multiple technical teams in 24 x 7 operational environments with high uptime requirements. Varied shift schedules may include day or night hours.
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