NOC Engineer

Job Purpose: NOC Engineer is responsible for providing the highest level of service support in a 24x7x365-day/year role with a specific focus on monitoring, tracking, and escalating various issues to ensure TASC’s compliance with service level agreements, the NOC Engineer is responsible for ensuring customer queries and complaints are handled, managed, and resolved in a manner that complies with TASC, client, and regulatory standards and expectations. Roles and Responsibilities: Monitor and respond to incoming calls, emails, and operational communications from clients in accordance with TASC NOC procedures, processes, and agreed SLA requirements. Monitor passive infrastructure alarms through the clients’ multi-OSS platforms and ensure proper monitoring of the TTI Ticketing System, including automatic ticket creation, alarm validation, dispatch, and follow-up of corrective Work Orders until restoration and closure. Monitor active site outages through the clients’ multi-OSS & RMS platforms, identify and validate affected sites, monitor the automatic Ticketing System workflow, and follow up on dispatched corrective WOs until service restoration and ticket closure. Ensure that the Root Cause Analysis is obtained for fault events and properly documented and submitted through the relevant Ticketing System, TTI platforms, and client portals within the required timeframe. Act as the first point of contact between the NOC and field teams for alarm verification, site troubleshooting, preventive maintenance activities, replacement projects, and other operational activities to guarantee passive are working fine. Act as a communication bridge between TTI teams, including SC NOC, O&M, GR, Property, and other relevant functions, to ensure effective coordination, clear communication, and timely verification of corrective actions and system functionality. Incident Escalation and Follow up as critical, prolonged, repetitive, or SLA-impacting incidents to the appropriate internal and external stakeholders according to the handbook escalation matrix. Work on a rotating shift schedule, including night shifts, weekends, and public holidays, as required to support the continuous 24/7 operation of the NOC with clear and accurate shift handovers, highlighting ongoing critical incidents, pending corrective actions, escalations, repetitive outages, and other issues requiring follow-up by the next shift. Required Qualifications Education: Bachelor’s degree in engineering or equivalent. Experience: Minimum of two (2) years of experience in a NOC Technical Support environment. Competencies: Behavioral Fluency (both Oral and Written) in both English and Arabic. Strong Communications skills are required. Excellent analytical and Problem-Solving skills. Strong teamwork, coordination, and time-management skills. Technical Proficiency in Microsoft Office products such as Excel. Skilled at completing tickets for maintenance purposes. Knowledge of wireless communications and power s