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Network Operations Center Engineer

2 months ago

Andover, United States Apex Systems Full time

Position: NOC Engineer

Location: 100% onsite (Andover, MA)

Duration: 6 month contract-to-hire

Rate: Negotiable, based on experience


Position Summary:

We are seeking a motivated and talented individual to join our Network Operation Center (NOC) team. This role offers an exciting opportunity to work on cutting-edge technologies and influence the future of retail automation.


As NOC Support Engineer, you will be a key member of the NOC Primary Team responsible for supporting the Alphabot System at customer sites. This role requires a unique blend of technical expertise, problem-solving skills, and the ability to collaborate effectively across teams. You will play a critical role in ensuring system reliability, optimizing performance, and driving automation initiatives to enhance operational efficiency.


Key Responsibilities:

Technical Support and Troubleshooting:

  • Work closely with Site Operations Teams to provide technical guidance and resolve day-to-day operational challenges based on severity guidelines.
  • Lead escalation calls to mitigate system issues promptly, minimizing downtime and ensuring clear communication with stakeholders.
  • Collaborate with Software, Hardware, and System Performance Engineering teams to troubleshoot critical software production issues.

On-call Support and Incident Management:

  • Participate in an on-call team schedule during office hours (Monday to Friday) to provide timely resolution of escalated issues.
  • Document incident details and resolutions in accordance with established protocols, ensuring thorough root cause analysis (RCA) for continuous improvement.

Hands-On Deployment:

  • Configure and deploy network and system updates as per operational requirements.
  • Collaborate with other teams to coordinate deployment activities and ensure compatibility with existing infrastructure.

Training and Development:

  • Participate in training sessions, workshops and self-study to stay updated with technological advancements and best practices.
  • Develop comprehensive training documentation and mentor other team members to enhance their technical skills and operational knowledge.

Process Improvement and Automation:

  • Review existing processes and implement strategies to automate and enhance triage processes, leveraging data analytics to identify root causes impacting system performance.
  • Collaborate with the automation team to develop scripts, tools, and workflows that optimize deployment processes and incident response.

Continuous Support and Monitoring:

  • Operate in a 10x7 operational model to ensure continuous support and monitoring of critical systems.
  • Proactively monitor system performance and respond to alerts outside regular business hours to maintain system availability and reliability.

Data Analytics and Reporting:

  • Perform data analytics to develop insightful dashboards for triage and troubleshooting purposes, gathering "voice of the customer" feedback to drive improvements in product and service offerings.


Basic Qualifications:

  • Bachelor’s degree in engineering or related technical field.
  • Strong technical problem-solving and analytical skills.
  • Proficiency in scripting languages such as Python, with experience in Linux/Unix environments.
  • Familiarity with visualization tools like Tableau or PowerBI.
  • Ability to manage multiple high-priority tasks simultaneously and lead complex technical discussions across various teams.


Preferred Qualifications:

  • Master’s degree in computer science or related field.
  • Advanced scripting and programming skills (e.g., C, C++, JavaScript).
  • Experience with setting up databases and utilizing Data Warehouses.
  • Proficiency in developing monitoring dashboards and using Knowledge-based systems (KBS).
  • Excellent written and oral communication skills, with a proven track record of resolving complex issues efficiently.
  • Strong organizational and planning skills, with a commitment to continuous learning and improvement.


Additional Requirements:

  • Ability to work effectively in a fast-paced, dynamic environment.
  • Prior experience in a NOC or similar operational support role is advantageous.
  • Willingness to adapt to new technologies and methodologies as required by the role.