Monitor customer network and IT infrastructure 

Incident management via ITIL based ITSM (ServiceNow) 

Answer phone calls from select client contacts to open new or check status of existing incidents 

Performs troubleshooting of a network related alerts/incidents and escalate to appropriate teams as needed 

Performs troubleshooting of a variety of other infrastructure platform issues, such as but not limited to: 

Server – Windows/Unix/Linux 

Backup/Replication 

Cloud 

Performs troubleshooting with carriers and 3rd party vendors regarding network hardware and circuit issues 

Utilizes a variety of system and event management tools and procedures to respond and resolve internal and external customer issues 

Performs analysis of event management system alerts to ensure devices are tuned properly 

Follow specific Standard Operating Procedures (SOP), Work Instructions, and operations Run Books to perform network tasks on behalf of customers, including (but not limited to) IOS upgrade, switchport shut/no-shut, etc. 

Ensure that all Service Now incident tickets, change records and service requests are fully documented, planned, resolved, and/or executed on time and per the customer’s expectations and within the agreed Service Level Agreement (SLA) 

Communicates frequently with Client team(s), engineers/architects, Team Leads, and hardware/software vendors during incident resolution 

Create and maintain system and process documentation in appropriate knowledgebase. 

Communicate, internally and externally, the status of the incident ticket/service request directly with the customer or broadcast to a larger audience as defined per SLA. 

Assist with cross training of other NOC team members as needed.