Location: Pune

Employment Type: full-time

Job Details : JOB SUMMARY : The NOC Engineer III (Tier 3) is a senior individual contributor responsible for leading resolution of complex incidents, executing advanced diagnostics across network, server, cloud, and backup platforms, and driving root cause and problem management for recurring issues in client environments. This role serves as the final escalation point for Tier 1 and Tier 2 engineers, coordinates major incident response, and implements approved standard or emergency changes during maintenance windows in alignment with ITIL practices and ServiceNow workflows. The Engineer III elevates overall NOC performance by mentoring lower tiers, improving monitoring thresholds and alert fidelity, advancing automation, and developing/maintaining SOPs, runbooks, and knowledge articles. They engage directly with clients as needed, provide clear technical communication and status updates, and partner with practice leads to ensure SLA attainment, MTTR reduction, and service reliability within a 24x7 managed services model. Tools commonly used include platforms such as LogicMonitor for monitoring and ServiceNow for ITSM. - SUMMARY OF ESSENTIAL JOB FUNCTIONS :

- Serve as final Tier 3 escalation for complex incidents across network, server, cloud, and backup platforms; coordinate vendor/TAC engagement as needed to restore service within SLA.

- Perform advanced diagnostics (packet captures, log/trace review, CLI, hypervisor/storage health, firewall/routing analysis, identity and cloud networking) and document findings, actions, and outcomes.

- Lead the technical bridge for major incidents when engaged, providing explicit status, interim workarounds, and final remediation steps; ensure complete post-incident documentation and handoff to problem management.





- Execute approved standard and emergency changes during maintenance windows; build backout plans, perform pre/post checks, and validate outcomes in accordance with CAB and ITIL processes within ServiceNow.

- Drive root cause analysis and problem management for recurring issues; create known error records, document preventative actions, and track remediation to closure in ServiceNow.

- Tune monitoring and alert fidelity in LogicMonitor, including thresholds, event correlation, and dashboards, to reduce noise/false positives and improve time to detect.

- Advance automation by developing scripts and tooling (PowerShell, Python, Bash) to accelerate diagnostics, remediation, compliance checks, and routine maintenance tasks.

- Develop and maintain SOPs, runbooks, and knowledge articles that enable safe Tier 1/2 execution; validate and update artifacts after incidents and changes.

- Perform complex maintenance (firmware/BIOS/OS upgrades; device replacements; configuration baselining) across server, storage, network, and backup platforms; verify service health post-maintenance.

- Administer and troubleshoot core infrastructure services (e.g., AD, DNS, DHCP, VPN, Group Policy), virtualization (VMware/Hyper-V), and cloud foundations (identity, connectivity, performance).

- Ensure ticket hygiene and data quality in ServiceNow, including CI association, accurate work notes, customer-facing updates,



and correct closure codes; uphold SLA and change governance.

- Participate in the 24x7 operations model, including on-call rotation and after-hours maintenance or emergency changes, with disciplined handoffs across shifts.

- Contribute to operational metrics and continuous improvement, using data (e.g., MTTR, change success rate, incident reopens) to recommend and implement improvements across tooling, process, and documentation. - REQUIRED SKILLS AND EXPERIENCE :

- Associate’s degree or higher preferred (or equivalent level of education/work experience).

- 6+ years in NOC/Infrastructure operations with at least 3 years performing Tier 2/3 incident resolution across network, server, cloud, and backup platforms; consistent record of restoring service within SLA for P1/P2 events.

- Advanced troubleshooting depth across Windows (services, logs, performance), core infrastructure services (AD, DNS, DHCP, VPN, Group Policy), and/or enterprise networking (L2/L3, routing, VLANs, firewall rule analysis); confident with vendor CLIs and packet capture tools (e.g., Wireshark).

- Virtualization and storage expertise, including VMware vSphere/ESXi and/or Hyper-V, plus SAN/NAS fundamentals.

- Cloud foundations in Azure and/or AWS: compute, identity and access, networking (VNet/VPC, routing, VPN/ExpressRoute/DirectConnect), security groups, and performance troubleshooting.

- Backup/DR operations with platforms such as Veeam, Cohesity, or Commvault; able to validate backup success, troubleshoot failures, and align fixes to RTO/RPO objectives.

- Monitoring/observability administration, specifically LogicMonitor: datasource and threshold tuning, dashboards, alert routing/noise reduction, event correlation, and collector management.

-

📌 Noc (Pune)
🏢 systems plus
📍 Pune