Noc Engineer

Description
Summary
The NOC Engineer will oversee and ensure system availability and performance of our service. This position will analyze reports and alerts, perform technical troubleshooting and incident response on systems, communicate updates with necessary stakeholders, and will be ultimately responsible for ensuring that the problems are resolved in a timely manner. The right person for this role has 3+ years of experience at scale, is a fantastic communicator, and stays cool under pressure.

**Responsibilities**:

- The NOC Engineer will be part of the Pluto TV NOC team supporting the rotating on-call schedule.
- Monitoring, detecting, communicating, and handling all operations-related service disruptions.
- Analyze and perform basic triage upon data to make informed decisions and identify potential problems and risks
- Acknowledge any system alerts and ensure that proper engineering teams are notified and engaged to resolve incidents
- Ensure timely declaration and escalation of service disruptions, including the associated data collection, reporting, and tracking of follow-ups.
- Coordinate conference bridges for major incidents to bring together all support teams and vendors required to resolve the incident
- Establish timelines for operations and development teams to ensure incidents are accurate for measurement
- Proactively communicate with stakeholders on potential customer-impacting issues
- The engineer ensures that incidents are resolved in a timely manner, with appropriate actions to mitigate business/customer impact
- Make certain that incident communication/report is accurate, timely, clear, and concise.
- Assist in post-incident(post-mortem) review to create a more efficient incident management process for future incidents
- Help ensure we’re always pursuing better ways by creating, reviewing, and maintaining training manuals, runbooks, policies, checklists, and incident management procedures.
- Rotating On-call Operations Support with a willingness to cover shift gaps if necessary.
- Rotating On-call Operations Support with a willingness to cover shift gaps if necessary.

**Requirements**:
**Basic Qualifications**:

- 3-4 years of experience working in a high traffic environment with a 24x7, mission-critical operations environment.
- A high degree of technical knowledge to understand the environment and provide clear updates to the teams and stakeholders.
- Excellent communication, follow-up, and resolution abilities.
- Knowledge of incident and problem management controls and processes

**Preferred Qualifications**:

- ITIL certification is preferred.
- Knowledge of incident and problem management controls and processes
- Experience in Broadcast Operations

3 years