NOC Operator

Confidential Company; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

Confidential Company is seeking a NOC Operator L1 to monitor IT systems 24/7. You will observe dashboards, logs, and alerts; acknowledge alarms; perform initial incident assessment; and escalate where needed.

The role requires handling tickets in ITSM systems and documenting actions clearly. We value prior NOC or helpdesk experience, familiarity with ServiceNow or equivalent tools, and ability to work in a 24x7 shift pattern including weekends and public holidays.

Qualifications

• 1–3 years of experience in IT operations, helpdesk support, service desk operations, or NOC monitoring.
• Practical exposure to enterprise infrastructure, network, server, or application monitoring tools.
• Experience using ITSM or ticketing platforms such as ServiceNow, BMC, ManageEngine, or similar tools.

Responsibilities

• Continuously monitor infrastructure, network, server and application dashboards, alerts, events and system logs.
• Acknowledge alarms and system-generated alerts within defined response times.
• Perform initial incident assessment, categorization, prioritization and troubleshooting per SOPs and runbooks.
• Resolve basic incidents at the first level wherever possible.
• Escalate unresolved incidents to NOC Shift Lead or relevant teams.
• Create and maintain incident tickets with complete information in the ITSM system.
• Record actions, observations and resolutions in each ticket and track progress to closure.
• Communicate incident updates during shift handovers and in reports.
• Adhere to incident management procedures, escalation matrices and SLAs.

Skills

Monitoring dashboards

Incident management

ITSM tools

Networking basics

Windows/Linux servers

SLA awareness

Communication skills

Teamwork

Rotational shifts

Arabic proficiency

Education

Diploma or Bachelor’s in IT/CS/Engineering

Tools

ServiceNow

BMC

ManageEngine

Job description

The NOC Operator L1 serves as the first line of monitoring and operational support ensuring the continuous 24 7 observation of the organization s IT systems applications servers and network infrastructure.

Key Responsibilities

• Continuously monitor infrastructure network server and application dashboards alerts events and system logs.
• Acknowledge alarms and system-generated alerts within the defined response time.
• Perform initial incident assessment categorization prioritization and troubleshooting in accordance with established SOPs and runbooks.
• Resolve basic incidents at the first level wherever possible.
• Escalate unresolved critical or recurring incidents to the NOC Shift Lead L2 support team or relevant technical team.
• Create and maintain incident tickets in the ITSM system with complete and accurate information.
• Record troubleshooting actions observations escalation details and resolution updates in each incident ticket.
• Track open incidents and follow up with the relevant support teams until closure.
• Communicate incident updates and operational information clearly during shift handovers.
• Support the preparation of shift reports incident summaries and operational updates.
• Adhere to incident management procedures escalation matrices SLAs and organizational policies.
• Work effectively in a 24 7 rotational shift environment including weekends and public holidays.

Experience

1–3 years of experience in IT operations, helpdesk support, service desk operations, or NOC monitoring.

Practical exposure to enterprise infrastructure, network, server, or application monitoring tools.

Experience using ITSM or ticketing platforms such as ServiceNow, BMC, ManageEngine, or similar tools.

Previous experience working in a 24×7 operational environment would be preferred.

Technical Skills

• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, LAN, WAN, and VPN.
• Basic knowledge of Windows and/or Linux server environments.
• Ability to understand monitoring dashboards, system alerts, logs, and performance indicators.
• Familiarity with incident management, escalation procedures, and SLA-based support.
• Ability to follow technical SOPs, troubleshooting guides, and operational runbooks.
• Basic understanding of IT infrastructure, applications, and service availability.

Behavioural and Communication Skills

• Good analytical and initial troubleshooting abilities.
• Strong attention to detail and accuracy in incident documentation.
• Ability to remain calm and respond appropriately during critical incidents.
• Good verbal and written communication skills.
• Strong teamwork and coordination abilities.
• Willingness to work in rotational shifts within a 24×7 NOC environment.
• Arabic-language business proficiency is mandatory.

Education

Diploma or bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline is preferred.

Preferred Certifications

• ITIL 4 Foundation.
• CompTIA Network+.
• Microsoft Azure Fundamentals (AZ-900).
• Other relevant entry-level networking, infrastructure, or cloud certifications would be an advantage.