Description:
HTC Global Services - a leading CMM level 5 global provider of innovative IT and Business Process Services and Solutions since 1990 with headquarters in Troy, Michigan, USA.
Key Responsibilities
- Lead and support the day-to-day operations of the NOC team in a 24x7 environment.
- Monitor infrastructure, servers, network devices, and critical applications using Zabbix and other monitoring tools.
- Manage and prioritize monitoring alerts, incidents, and service requests.
- Coordinate with Infrastructure, Network, Database, Cloud, and Application teams for timely incident resolution.
- Handle and drive P3/P4 incidents, ensuring timely assignment, tracking, and closure.
- Escalate P1/P2 incidents to the Major Incident Management team and support bridge calls as required.
- Perform routine administration of Zabbix, including:
- Creating and modifying templates, items, triggers, and macros.
- Adding and managing monitored hosts.
- Fine-tuning alert thresholds and notification rules.
- Maintaining monitoring policies and dashboards.
- Troubleshoot monitoring issues using SNMP Polling, SNMP Traps, and snmpwalk.
- Review monitoring coverage and recommend improvements to reduce alert noise and improve service visibility.
- Prepare shift handovers, operational reports, and SLA/KPI dashboards.
- Mentor junior NOC engineers and ensure adherence to operational procedures and best practices.
- Coordinate with external vendors for complex monitoring tool changes and upgrades.
Required Skills
- 6–10 years of experience in NOC Operations, Infrastructure Monitoring, or Production Support.
- 2+ years of experience leading or mentoring a NOC team.
- Strong hands-on experience with Zabbix monitoring and basic administration.
- Good understanding of:
- Templates
- Items
- Triggers
- Macros
- Hosts
- Discovery Rules
- Alerting and Escalation
- Experience with:
- SNMP Polling & SNMP Traps
- SNMP Walk
- Linux/Unix administration
- Network monitoring and troubleshooting
- Knowledge of TCP/IP, DNS, HTTP/HTTPS, Load Balancers, and Infrastructure Monitoring.
- Strong understanding of ITIL Incident, Event, and Problem Management processes.