Command Center (Incident & Network Support) Engineer

Command Center (Incident & Network Support) Engineer We are looking for Command Center Engineer who is having experience in Network Support & Incident Engineer provides first-line support for network infrastructure, focusing on monitoring, basic troubleshooting, incident logging, and escalation. This role ensures network availability by following standard operating procedures (SOPs) and predefined runbooks. Key Responsibilities • Monitor network devices and links using NMS tools (SolarWinds, Zabbix, Nagios, etc.) • Handle L1 incidents related to: o LAN/WAN connectivity o Router, switch, firewall alerts o VPN connectivity issues • Perform basic troubleshooting using SOPs and checklists • Create, update, and manage tickets in ITSM tools (ServiceNow, Remedy, etc.) • Identify incident severity and escalate to L1.15 / L2 teams as per SLA • Perform basic network health checks (CPU, memory, interface status) • Coordinate with ISPs / vendors for link-related issues (as per SOP) • Maintain shift logs, incident notes, and documentation • Follow change, incident, and problem management processes • Support 24x7 operations in rotational shifts • Leveraging technology to issue all communications and providing key stakeholder management • Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls • Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed • Matrix management of people, processes and resources including third parties including resolving conflict to move forward to resolution • Being accountable for resolving the outage via workaround or permanent fix • Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews • Supporting and nurturing process improvements and knowledge base improvements • Continually maintaining and developing tools and resources to manage major incidents effectively • Providing periodic major incident metrics reports • Technical Skills Required • Basic understanding of: o TCP/IP, OSI model o LAN, WAN, DNS, DHCP • Exposure to: o Routers & switches (Cisco/Juniper basics) o F irewalls (basic understanding only) • Familiarity with: o Network monitoring tools o ITSM ticketing systems Experience & Qualifications • 3-5 years of experience in Network Operations / IT Support • Diploma / Bachelors degree in IT, Computer Science, or related field • Certifications (Preferred): o CCNA (or equivalent foundational level) o ITIL Foundation (optional) Key Competencies • Good communication skills • Ability to follow SOPs strictly • Willingness to work in shifts • Basic troubleshooting mindset Salary Range- $90,000-$110,000 a year #LI-SP3 #LI-VX1

Created: 2026-03-10