NOC Operator II

Role Overview

The NOC Operator 2 ensures the continuous monitoring and operational support of Crisis24's production environments. This position is key to maintaining service uptime, providing swift incident response, and ensuring strong operational communication in a 24x7x365 environment.

Working Hours: Monday-Friday, 4:00 PM-12:00 AM

Key Responsibilities

• Proactively monitor infrastructure, cloud environments, and applications using tools such as Datadog, PagerDuty, AWS CloudWatch, OCI, PRTG, and Azure Insights.
• Perform first-level triage of alerts and incidents; escalate appropriately as per defined protocols.
• Provide clear, timely updates during incidents to internal and external stakeholders.
• Support major incident management through effective communication, bridge participation, and accurate documentation.
• Maintain records in ITSM tools (ServiceNow, Jira, Confluence) for incidents, changes, and problems.
• Ensure strict adherence to NOC SLAs, processes, and operational playbooks.
• Collaborate with global teams to resolve incidents and drive improvements in monitoring and operational maturity.
• Identify trends in monitoring data and recommend improvements to thresholds or alerting.

Required Qualifications & Skills

• 4-6 years' experience in a NOC or technical operations role within a global environment.
• A bachelor's degree in computer science or equivalent or a minimum of a 4-years of experience in a related technical discipline is required.
• Strong technical understanding of IT infrastructure, cloud services, networking, and applications.
• Practical experience with monitoring tools (Datadog, PagerDuty, AWS, OCI, and Azure insights).
• Excellent troubleshooting and problem-solving abilities.
• Strong communication skills (written and verbal) for technical and non-technical audiences.
• Familiarity with ITIL practices.
• Ability to work rotational shifts including weekends and holidays to support global operations.

Preferred Skills

• Exposure to enterprise cloud environments (AWS, Azure, OCI).
• Understanding security operations principles and practices including patching/patch management.
• Basic scripting skills (Bash, PowerShell, Python) are beneficial.
• Experience working with global, cross-functional teams.

Core Competencies

• Detail-oriented with strong accountability.
• Calm under pressure, especially in critical incidents.
• Ability to create and maintain operational documents, diagrams, inventories, and runbooks.
• Proactive with a focus on continuous improvement.
• Strong team player and effective collaborator in a global environment.
• Demonstrates a mindset for automation and AI adoption to continuously improve operational efficiency and NOC maturity.

Why Crisis24?

• Work within a global team protecting mission-critical operations.
• Exposure to a wide range of technologies in a fast-paced environment.
• Opportunities for professional growth and skills development.
• A culture that values collaboration, operational excellence, and continuous improvement.