Role Description-:

NOC L1 Engineer responsible for infrastructure monitoring and IT support for US-based clients in a multi-client environment. The role involves incident monitoring, P1/P2 handling, troubleshooting and escalation, stakeholder coordination, and maintaining ITIL-based support processes. Requires basic knowledge of Linux, servers, networking, ITSM tools, and strong communication skills.

Key Responsibilities

- Monitor and identify infrastructure issues through multiple sources, including emails, user reports, monitoring tools, and system alerts.
- Analyze incidents, assess their business impact and criticality, and respond or escalate them in accordance with ITIL-aligned processes.
- Manage incidents across different priority levels, including P1 and P2 critical incidents.
- Initiate and manage bridge calls with clients, internal teams, and relevant stakeholders during critical incidents.
- Prepare and communicate clear and timely business communications to end users and stakeholders as per defined processes.
- Coordinate with internal teams, clients, and vendors for incident resolution, troubleshooting, and Root Cause Analysis (RCA).
- Perform regular infrastructure health checks and proactively identify and flag potential issues based on impact and criticality.
- Participate in Change Advisory Board (CAB) meetings and support infrastructure change activities.
- Support disaster recovery activities and data backup operations whenever required.
- Monitor, manage, and maintain infrastructure monitoring systems and tools.
- Identify recurring problems and proactively recommend practical and viable solutions.
- Effectively manage multiple priorities while supporting multiple clients in a multi-client environment.
- Identify opportunities for process improvements and contribute to their implementation.
- Maintain a strong customer-service mindset and consistently deliver quality support.




- Collaborate effectively with other technical and support teams and maintain solid cross-functional relationships.
- Actively contribute to knowledge sharing, skill development, and continuous improvement initiatives.
- Follow defined operational procedures, service levels, escalation matrices, and ITIL practices.

Required Skills-:

- Strong verbal and written communication skills, with experience supporting US-based clients preferred.
- Good technical documentation and reporting skills.
- Basic knowledge of Linux CLI and system administration.
- Basic understanding of servers, server types, and different infrastructure environments.
- Basic understanding of enterprise networking concepts.
- Experience working with ticketing tools such as ServiceNow and/or JIRA is preferred.
- Sound understanding of the IT service management landscape.
- Ability to work effectively in a fast-paced, multi-client support environment.
- Strong analytical and problem-solving skills with a flexible approach to troubleshooting.
- Willingness to learn new technologies and develop technical skills.
- Proactive approach toward improving existing systems, processes, and service delivery.
- Ability to handle multiple tasks and priorities while maintaining service quality.
- Strong teamwork and collaboration skills.

Experience-:

- 3-6 years of relevant experience in NOC, Infrastructure Monitoring, IT Operations, Service Desk, or IT Support.

Qualifications

- B.Tech / B.E. / M.Tech or MCA from a reputed university; a Computer Science background is preferred

Certifications

Mandatory:

- ITIL Certification

Preferred:

- ITIL 4 Certification

Key Competencies-:

- Incident Management
- Infrastructure Monitoring
- ITIL / ITSM Processes
- P1/P2 Incident Handling
- Client & Stakeholder Management
- Basic Linux & System Administration
- Basic Networking
- Incident Escalation & Coordination
- Technical Documentation
- Problem Solving
- Customer Service
- Process Improvement
- Multi-client Environment Support

📌 Incident Specialist (Gurugram)
🏢 Incedo
📍 Gurugram