SOC Operator

We are seeking for a SOC Operator to join our team. To be successful in this position, you’ll be a self-starter, capable of delivering brilliant creative ideas, and show amazing attention to detail.

Responsibilities:

1. Monitor event consoles for real time incident events.
2. Track incidents using a ticketing system and document all steps taken for future review.
3. Manage high severity/customer impacting outage events, while maintaining communication to all key
4. stakeholders and providing accurate timeline management.
5. Manage a high volume centralized email inbox as well as multiple ticket queues to respond to internal and external requests.
6. Follow clearly documented resolution procedures for incidents and requests.
7. Maintain Service Level Agreement (SLA) compliance for Time to Engage, Time to Escalate, and Time to fix within the Service Operations Center.
8. When unable to resolve issues at the Tier 1 level, escalate incidents to on-call engineers following
9. clearly defined standard operating procedures (SOP).
10. Provide clear and detailed verbal/written communications to both internal and external parties.
11. Assist in maintaining systems and product documentation to ensure the highest level of knowledge
12. within the SOC.
13. Manage high severity/customer impacting outage events, while maintaining communication to all key
14. stakeholders and providing accurate timeline management.
15. Be able to multi-task multiple events/outages simultaneously while working towards resolution.
16. Provide communication support for scheduled and emergency maintenance events across multiple
17. technical teams and product platforms.
18. Mentor junior team members and provide technical/procedural assistance where applicable.
19. Leverage technical experience to provide additional context for incidents to systems engineers which
20. may fall outside of existing documentation.
21. Support the vision and values of the company through role modeling and encouraging desired
22. behaviors.
23. Participate in various company initiatives and projects as requested.

Requirements

1. BS degree or equivalent experience.
2. One or more of the following certifications highly desired: LPI, MCITP, Server+, Network+, CCENT, CCNA, ITIL.
3. 3+ years working within a 24x7x365 service/network operations center role.
4. Experience with the ITIL or MOF based guidelines for service operations.
5. Experienced in both Linux and Windows server based environments.
6. Familiarity with fundamental networking/distributed computing environment concepts such as DNS, IP networking, routing, etc.
7. Familiarity with fundamental concepts of relational database systems and corresponding query languages.
8. Ability to communicate effectively at all organization levels and at different levels of technical knowledge.
9. Strong commitment to the overall customer service organization and other members of the team treating all clients, both internal and external, with the highest level of professionalism.
10. Proven ability to work effectively both independently or as a team member with peers and/or senior technical staff.
11. Must be available to work non-standard shifts (swing and overnight) in a rotation providing 24/7/365 coverage.
12. Experience with shell scripting and automating tasks is a plus.

Job Specification

Location: (work from Home) Lahore

Required Experience: Minimum 3 Years

Qualification: Bachelors

Salary: Market Competitive

Shift Timings: Rotational