Associate - NOC Support

About the Role
The Associate – NOC Support is responsible for providing first-level technical monitoring and support of IT infrastructure systems, networks, and cloud services. Working under the Cloud, Infrastructure & Security Services (CI&SS) team, the role supports day-to-day operations within the Network Operations Center (NOC) to ensure service availability, performance, and resolution of incidents in accordance with SLAs. The position is essential to ensuring high uptime, prompt incident response, and continuous monitoring of mission-critical systems serving enterprise and government clients.

External Interfaces

• Clients and Partners
• Vendors and Service Providers
• Industry groups, professional organizations, and user forums

Internal Interfaces

• DU Leader – Managed Monitoring Services
• SBUs/ BUs
• IT Support Personnel
• All other personnel

Responsibilities
Operational

1. Monitor servers, network devices, cloud platforms, storage systems, and critical applications 24/7 using monitoring tools.
2. Detect and respond promptly to alerts, faults, and performance issues across infrastructure components.
3. Verify system health, availability, and performance indicators, and log abnormalities in the ITSM/ticketing tool.
4. Perform initial triage of system, network, or service incidents and apply standard troubleshooting steps.
5. Escalate unresolved or critical incidents to second-level support (L2), ensuring all relevant diagnostics and observations are included.
6. Perform scheduled system checks and validations (e.g., CPU usage, disk space, backup status, network link health).
7. Execute daily/weekly operational tasks such as log reviews, alert validation, and service restarts under supervision.
8. Notify relevant stakeholders and support teams of outages, service degradation, or ongoing incidents through proper communication channels (email, call, ITSM).
9. Maintain accurate documentation of standard operating procedures (SOPs), troubleshooting steps, and escalation paths.
10. Ensure that all operational activities adhere to internal IT policies, security guidelines, and ISO/ITIL standards.
11. Support the Cloud & Infrastructure teams in minor maintenance tasks, patching windows, and service restarts.
12. Ensure that system updates and patches are applied regularly, minimizing disruptions to the business processes and end-users.
13. Provide operational support for IT initiatives related to digital transformation or process improvement.

Qualifications
Desired Educational Background:

• Bachelor’s degree in computer science, Information Technology or a related field from a recognized university.

Language Requirement:

• English, Arabic

Desired Experience:

• Minimum 1-3 years of related experience

Job Specific Skills:

• Basic understanding of networking concepts (TCP/IP, DNS, DHCP), operating systems (Windows/Linux), and cloud platforms.
• Skilled in interpreting alerts and distinguishing between false alarms and actionable incidents.

Benefits

• Opportunity to work with a diverse team of skilled professionals.
• Contribution to innovative and impactful IT solutions.
• Engagement in continuous learning and development in the field of IT and cloud services.