GNOC Engineer 1

About the role

The GNOC Engineer 1 (also referred to as GOC Analyst) is responsible for technical analysis of issues and outages affecting RSM’s core IT systems. Working in a 24x7 environment, the role ensures high availability of servers, networks, and applications while providing timely resolution or escalation of incidents.

Key responsibilities

• Continuously monitor servers, LAN/WAN, SD‑WAN appliances and other critical components using SCOM, SolarWinds and Orion.
• Respond promptly to alerts, troubleshoot server, network and application issues, execute scripts, and resolve or escalate incidents based on priority.
• Manage tickets in ServiceNow, ensuring accurate tracking, SLA compliance and creation of runbooks, knowledge‑base articles and incident documentation.
• Escalate complex problems to senior engineers or specialized teams and coordinate with carriers, vendors and service providers.
• Collaborate with cross‑functional teams, communicate status to customers, end‑users and local technicians.
• Generate regular reports on system health, incidents and performance trends, recommending preventive measures.
• Participate in scheduled maintenance, patch management and upgrades, performing basic system administration tasks.
• Contribute to process optimisation aligned with ITIL standards and best practices for incident and problem management.

Required profile

• Professional full‑time degree and Bachelor’s degree in a related field.
• Proven experience diagnosing and resolving server, network and application issues.
• Ability to work effectively in a 24x7 operational environment and prioritize multiple incidents.

Required skills

• SCOM
• SolarWinds
• Orion
• ServiceNow
• SD‑WAN
• LAN/WAN
• Network troubleshooting
• Server troubleshooting
• ITIL