Role Name: NOC Engineer
Work Location: Louisville,KY or Austin,TX (Onsite)
The NOC Engineer is responsible for real-time monitoring, incident detection, alarm triage, initial troubleshooting, and service restoration support across cable, broadband, IP, voice, video, Wi-Fi, mobile, and enterprise service platforms.
The role operates in a 24x7 Network Operations Center environment and supports network availability, service stability, SLA compliance, incident escalation, and timely resolution.
- Monitor network, service, application, and infrastructure platforms in real time.
- Detect, acknowledge, correlate, and prioritize alarms, alerts, and service-impacting events.
- Perform initial triage and impact assessment for network, broadband, access, core, voice, video, Wi-Fi, mobile, and enterprise service issues.
- Create, update, and manage incident tickets with accurate documentation.
- Troubleshoot routing, switching, access network, CMTS, HFC, DOCSIS, application, security, and load balancing issues.
- Coordinate P1 and P2 incidents, including bridge initiation, technical updates, escalation, and restoration tracking.
- Escalate incidents to engineering teams, field operations, vendors, application teams, leadership, and resolver groups.
- Follow SOPs, runbooks, incident workflows, change awareness processes, and ITIL-aligned practices.
- Support root cause analysis, post-incident reviews, operational reporting, and continuous improvement.
- Maintain disciplined communication during incidents, shift handoffs, and stakeholder updates.
- Ensure SLA compliance through timely acknowledgment, escalation, updates, and closure.
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