Job Description

1. NOC Operations & Incident Management

Oversee

24/7 NOC operations

ensuring network infrastructure and client systems are proactively monitored and maintained. Establish and refine

incident management and escalation processes

to meet SLAs and minimize downtime. Ensure

ticketing systems

are properly utilized for efficient workflow and documentation. Drive

root cause analysis (RCA)

and post-incident reviews for recurring issues.

2. Team Leadership & Development

Manage and mentor a

team NOC engineers

across multiple shifts. Conduct regular

training and skill development

sessions on network troubleshooting, monitoring tools, and best practices. Implement

KPIs

(e.g., MTTR, SLA adherence, ticket resolution rate) to measure and improve team performance. Foster a

collaborative, high-performance culture

with clear career progression paths.

3. Monitoring, Tools & Automation

Oversee network and infrastructure monitoring using

NMS

Identify and implement

automation tools

to reduce manual effort and enhance proactive issue detection. Ensure effective

log management, alerting, and reporting mechanisms

to track performance and security incidents.

4. Process Optimization & Compliance

Continuously refine

SOPs, workflows, and escalation policies

for improved efficiency. Ensure adherence to

ITIL best practices

and enforce

change management protocols

. Maintain compliance with industry standards and

MSP-specific security frameworks

.

5. Client & Vendor Coordination

Serve as an

escalation point for critical client issues

, ensuring timely resolution. Work closely with

vendors, ISPs, and technology partners

to resolve infrastructure-related problems. Regularly report

network performance, incidents, and improvements

to senior leadership and clients.

Job Requirements:

Education & Experience

Bachelor's degree in

Computer Science, Information Technology, or a related field

.

7+ years

of IT infrastructure/NOC experience, with at least

3 years in a managerial role

. Prior experience in a

Managed Service Provider (MSP) environment

is highly preferred.

Technical Skills

Strong knowledge of

networking protocols

(TCP/IP, BGP, OSPF, MPLS, VPNs, DNS, DHCP). Hands-on experience with

firewalls (Palo Alto, Fortinet, Cisco ASA), routers, and switches (Cisco, Juniper, Aruba)

. Expertise in

network monitoring tools

(PRTG, SolarWinds, Zabbix, Nagios, or LogicMonitor). Familiarity with

cloud networking (AWS, Azure, Google Cloud)

and virtualization technologies (VMware, Hyper-V). Experience with

RMM tools (ConnectWise, NinjaRMM, Datto, or Kaseya)

for proactive maintenance. Understanding of

ITIL framework, incident management, and SLA enforcement

.
Job Types: Full-time, Permanent

Pay: RM8,000.00 - RM12,000.00 per month

Benefits:

Health insurance Opportunities for promotion Professional development
Work Location: In person