Monitor client cloud infrastructure, networks, servers, and applications using industry-standard monitoring tools (CloudWatch, Datadog, Nagios, PRTG, SolarWinds)

Respond to alerts, incidents, and service requests in a timely manner, following ITIL-based incident management processes

Perform initial triage, diagnosis, and resolution of infrastructure and network issues; escalate complex issues to L2/L3 teams as needed

Manage incident lifecycle including logging, tracking, communication, and documentation in ticketing systems (ServiceNow, Jira)

Execute routine maintenance tasks, patch management, backups, and system health checks

Collaborate with CloudOps, DevOps, Security, and client teams to resolve issues and implement preventive measures

Generate and distribute daily/weekly operational reports, SLA metrics, and incident summaries

Participate in on-call rotations and shift-based schedules (including nights, weekends, and holidays)

Contribute to knowledge base documentation and standard operating procedures (SOPs)

Bachelor's degree in Computer Science, Information Technology, or related field; relevant certifications accepted in lieu of degree

2-4 years of experience in a NOC, SOC, or IT operations environment

Hands-on experience with cloud platforms (AWS, Azure) and monitoring tools

Strong knowledge of networking protocols (TCP/IP, DNS, DHCP, VPN, BGP, MPLS)

Familiarity with Linux/Windows server administration and scripting (Bash, Python, PowerShell)

Understanding of ITIL frameworks, incident management, and SLA compliance

Excellent troubleshooting, analytical, and problem-solving skills

Strong written and verbal communication skills; ability to interact professionally with clients

AWS Certified Cloud Practitioner or Solutions Architect Associate is a plus

Experience with SIEM tools, firewalls, and security monitoring is a plus