Key Duties & Responsibilities (in decreasing Critical Emphasis order) 1 Monitor alerts generated by the Elastic and other monitoring tools to identify and respond to potential incidents following 24/7 support coverage. 2 Perform initial analysis of alerts, initial triage of incidents and escalate as necessary, troubleshoot issues to determine the root cause following the runbook procedures. 3 Escalate incidents to higher-level SRE teams & SME of other relevant teams, following established procedures and protocols. 4 Collaborate with cross-functional teams to resolve incidents and ensure timely resolution. 5 Maintain accurate and detailed records of incidents, actions taken, and resolutions in the incident tracking system. Document incidents and resolutions for future reference. 6 Assist in the development and documentation of standard operating procedures (SOPs) related to NOC activities. Build and maintain runbooks, an eye for detail. 7 Participate in on-call rotations to provide 24/7 coverage and respond to critical incidents. 8 Keep abreast of industry trends, best practices, and emerging technologies to contribute to continuous improvement initiatives. Comply with established standards and service level agreements and maintain industry best practices, policies, standards, and procedures such as ITIL Service Management, including how problems are identified, documented, distributed, and corrected.                                                                                                                                                                                                                                                      Qualifications/Skills/Abilities Minimum Requirements Formal Education Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience). Experience (type & duration) 2 to 5 years of experience in a NOC of a corporate 24 x 7 mission critical environment. Skills Familiarity with monitoring tools, particularly experience with Elastic (Elasticsearch, Logstash, Kibana) and Alerta, is good to have. Basic understanding of SaaS, telecom, ITIL knowledge, good knowledge of the OSI model, switching and internet routing technologies. Strong analytical and troubleshooting skills. Excellent communication and collaboration skills. Ability to work in a fast-paced and dynamic environment. Accreditation/certifications/licenses Certifications such as Elastic Certified Analyst, ITIL Foundation Certified or similar would-be a plus but not mandatory. Travel Requirements