Core Responsibilities Accomplish all assigned tasks by the management in a timely and effective manner as deemed necessary for the betterment of the organization as a whole.
Service Operations Management - Event & Monitoring Management
Assist and guide NOC Analysts in the monitoring of security events for proper categorization and prioritization.
Service Operations Management - Incident Management
Perform fixes and solutions on incidents based on documented procedures.
Implement simple service requests based on documented procedures.
Escalate to NOC Specialistl (L3) for handling of undocumented incidents.
Service Operations Management -Problem Management
Perform fixes and solutions to Problems.
Change Management
Execute changes based on published MOP (Methods of Procedure).
Minimum QualificationsA. Minimum Education (Must)
Must be a graduate of Computer Studies/Computer Engineering/Information Technology/Electronics Engineering or equivalent
B. Minimum Experience/Training (Must)
Experience
Have at least 2 years working experience in a NOC Operations environment
Trainings & Certifications Requirement
ITIL Foundation (Preferably)
Cisco Certified Network Associate (CCNA) (Preferably)
Routing and Switching (Preferably)
Wireless (Preferably)Training & Certification Development
Technical Training
Windows Admin
Linux Admin
Cisco Certified Design Associate (CCDA)
Cisco Certified Network Professional (CCNP)
Routing and Switching
Wireless
Cisco Prime
Solarwinds Certified Professional
Management Training
6 Cs of Customer Service
C. Competency
Technical Skills
(N) IP Networking
(N) Monitoring Systems
(N) Network Troubleshooting
(N) System Troubleshooting
(F) Application/Web Programming
(N) ITIL
(N) Cybersecurity Fundamentals
(N) Firewall intrusion detection, prevention and protocols
(N) Identity and access manager principles
(N) Secure Network Architecture(F) - Familiar / 0-12 months
(N) - Novice / 1-2 years
(I) - Intermediate / 3-4 years
(A) - Advanced / >5 yearsCommunication Skills
(I) Speaks clearly and can be easily understood.
(I) Expresses & speaks ideas in a logical and organized sequence.
(A) Writes clearly, concisely and effectively.
(A) Expresses ideas in a logical and organized sequence in written form.(F) - Familiar / 0-12 months
(N) - Novice / 1-2 years
(I) - Intermediate / 3-4 years
(A) - Advanced / >5 yearsHave at least 2-years experience in coordinating with partners and clientsAbilities
Must work well under pressure (Must)
Must have good interpersonal skills (Must)
Must be proactive when identifying potential issues (Must)
Must show strong & effective coaching capabilities
Must show strong customer management skills
Must prepare well-organized and comprehensive reports tailored to its audience
Able to effectively assess tasks & risks to prioritize work
Able to approach a complex task by breaking it down into its component parts and considering each part in detail
