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Network Operations Center Engineer
2 months ago
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.