Title:
Associate Technician - IT Networks
Position Overview
The NOC Technician serves as the first line of support within the Global Network Operations Center. This role focuses on 24/7 system monitoring, alert triage, incident documentation, and escalation to ensure the stability and availability of enterprise IT infrastructure.
The technician is responsible for identifying issues, performing initial troubleshooting, and coordinating with internal support teams for resolution. This position requires strong attention to detail, effective communication skills, and the ability to work in a fast-paced operational environment.
Key Responsibilities
Monitoring & Alert Management
- Monitor network, systems, applications, and environmental alerts using enterprise monitoring tools
- Identify, acknowledge, and perform initial triage of alerts in a timely manner
- Escalate incidents to appropriate support teams based on defined procedures
Incident & Ticket Management
- Create, update, and manage incident tickets in the IT service management (ITSM) system
- Ensure all tickets contain accurate, detailed, and timely documentation
- Track incidents through resolution and follow up as needed
- Support major incident coordination, including internal updates and stakeholder communication
Initial Troubleshooting
- Perform basic troubleshooting of network, server, and application issues using documented procedures
- Gather relevant diagnostic information before escalation
- Apply standard operating procedures (SOPs) and knowledge base articles
Communication & Coordination
- Serve as a primary point of contact for incident status updates
- Communicate clearly and professionally with internal teams and stakeholders
- Provide timely updates on incident progress and resolution
Escalation Management
- Escalate incidents based on severity, impact, and defined service level agreements (SLAs)
- Coordinate with Tier 2/3 teams to ensure productive resolution
Operational Support
- Follow e
📌 Associate Technician (Chennai)
🏢 Kbr
📍 Chennai