Network Operations Center Engineer

The Associate Engineer I, Network Operations Center (NOC) role is designed as a hybrid technical position within the NOC. Candidates are not expected to possess mastery in all four focus areas (Server & Infrastructure Operations, Network & Infrastructure Monitoring, Software & Tooling, Major Incident Response). Instead, successful candidates will demonstrate:

• Strength in one or more areas of the role’s focus,
• Working knowledge across additional areas, and
• A strong desire and ability to learn, cross-train, and grow into broader responsibilities over time.

The NOC operates as a 24x7 environment where engineers collaborate closely. Depth in one specialty area combined with adaptability in others is valued over complete mastery in all domains.

ESSENTIAL FUNCTIONS:

The following duties are a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

Server & Infrastructure Operations

• Monitor, triage, and resolve issues in production Windows and Unix/Linux servers
• Perform routine maintenance, including patching, reboots, and upgrades
• Administer and manage VMware ESXi environments: VM provisioning, health checks, and host diagnostics
• Support Windows Server infrastructure; integrate with Azure cloud-based resources
• Manage Linux systems (RedHat preferred), including user management, services, disk I/O, and performance tuning
• Use remote tooling to access and support data center and cloud-hosted servers

Network & Infrastructure Monitoring

• Monitor network performance, including bandwidth utilization and device uptime
• Respond to network-related alerts and outages using tools like SolarWinds
• Troubleshoot connectivity issues, VPN tunnels, link degradation, or port errors
• Escalate complex issues with detailed diagnostics to network engineers
• Assist with routing/switching troubleshooting, including basic VLAN and trunk diagnostics

Software, Scripting & Tooling

• Develop and maintain scripts to automate common tasks (e.g., health checks, remediation actions, alert validation)
• Use scripting to enhance troubleshooting, generate reports, and streamline operational workflows
• Configure and tune monitoring platforms to ensure meaningful alerts and actionable metrics
• Contribute to internal documentation (e.g., Standard Operating Procedures (SOPs), KBs, and other technical references)

Major Incident Response & Coordination

• Participate in and lead Major Incident bridges using Blackrock3 IMS roles (e.g., Scribe, Liaison, IC)
• Drive rapid triage and service restoration under high-pressure, high-stakes conditions
• Coordinate cross-functional response teams (infra, apps, vendors)
• Provide real-time communications to leadership, stakeholders, and internal IT teams
• Conduct post-incident reviews to capture root causes and preventive actions
• Contribute to timeline notes, flag critical events for RCA and follow-up
• Leverage ITIL-aligned practices during incident, change, and problem workflows
• Participate in a 24x7x365 on-site operations environment, including nights/weekends/holidays
• Prioritize service uptime, customer impact, and post-incident learning
• Operate as a bridge between engineering teams and business stakeholders

Required Skills:

• Intermediate knowledge of Windows and Linux server administration
• VMware hypervisor experience (ESXi)
• Understanding of patch cycles, upgrade paths, and service restart processes
• Experience with remote session tools (RDP, SSH, IPMI, etc.)
• Working knowledge of TCP/IP, DNS, DHCP, and common routing protocols
• Familiarity with SNMP-based network monitoring tools (e.g., SolarWinds, Intermapper)
• Ability to interpret switch/router logs and CLI output

MINIMUM QUALIFICATIONS:

Education and Experience:

• Bachelor’s degree in computer science, Information Technology, or related field or equivalent experience, or a combination of both education and experience.

Preferred Licenses or Certifications:

• LPI / Linux+ (strongly preferred)
• Azure Fundamentals (a plus)
• CCNA or JNCIA (highly desired)
• CCISP or equivalent (a plus)
• Automation-related coursework or practical portfolio
• DevOps bootcamp or scripting certificate (optional but beneficial)

Preferred Knowledge and Skills:

• Understanding of network protocols (TCP/IP, BGP, OSPF, MPLS, VPN, DNS, etc.).
• Familiarity with data center, cloud Azure and hybrid infrastructure environments.
• Experience with NOC tools such as SolarWinds, Splunk, ServiceNow, Nagios, LogicMonitor, or equivalent.
• Knowledge of ITIL, Blackrock 3 IMS, automation (Python, Ansible, PowerShell), and monitoring frameworks (SNMP, NetFlow, etc.).
• Exposure to Blackrock3 or FEMA ICS frameworks
• ITIL Foundations (preferred but not required)
• Previous participation in Sev1/Sev2 coordination or on-call rotation

Physical Demands / Work Environment:

• Work is performed in a standard office environment.
• Participate in 24x7x365 operational coverage, including shift rotations and on-call support