Consultant - NOC/Command Center

enGen Global; Hyderabad, Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

enGen Global is seeking an experienced NOC Consultant to act as the senior operational contact during Priority 1 and 2 incidents, ensuring timely engagement and service restoration. You will lead bridge calls, perform deep event correlation across multi-domain environments, and mentor junior analysts in a fast-paced, 24x7 setting.

You will coordinate with application, infrastructure, cloud, network, and security teams, validate alerts, identify monitoring gaps, and drive continual service

Qualifications

• 6–9 years of experience in NOC/Command Center operations.
• Senior operational point of contact during Priority 1 and 2 incidents.
• Ability to lead incident bridges and coordinate multiple teams.
• Familiarity with monitoring tools and incident management processes.
• Willingness to work in rotational 24x7 shifts.

Responsibilities

• Act as senior point of contact during Priority 1/2 incidents and ensure timely engagement and restoration.
• Lead incident bridge calls, assign workstreams, and track recovery actions.
• Perform advanced event correlation across infrastructure, network, apps, and cloud.
• Validate alerts to reduce false positives and unnecessary escalations.
• Mentor junior NOC analysts and review shift handovers for completeness.
• Coordinate with application, infra, cloud, network, and security teams for resolution.
• Support problem management with incident timelines and corrective actions.
• Contribute to change readiness reviews and assess operational impact.

Skills

Strong analytical thinking

Effective communication

Stakeholder management

Problem solving

Ownership accountability

Education

Any Degree

Tools

Dynatrace

Grafana

ServiceNow

Job description

Job Description

NOC Consultant

enGen Global is an emerging global healthcare partner that delivers strategic innovation, expertise, and flexibility to its healthcare partners. Being a US healthcare conglomerate captive, we have direct access to deeper insights that help us accelerate our learning process and keeps us ahead of the curve. Thryve delivers next-generation solutions that enable our healthcare partners to provide positive experiences to their consumers.

Our global collaborative of healthcare, operations, and IT experts creates innovative and sustainable processes for our clients, which keeps the ever-evolving consumers engaged and assists them in managing the future of their healthcare better. We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. enGen Global is an equal opportunity employer and places a high value on integrity, diversity, and inclusion in the organization.

JOB SUMMARY

• Act as the senior operational point of contact during Priority 1 and Priority 2 incidents, ensuring timely technical engagement, escalation, stakeholder communication, and service restoration.
• Lead technical bridge calls by establishing incident command, assigning workstreams, tracking recovery actions, and maintaining clear communication cadence.
• Perform advanced event correlation across infrastructure, network, application, middleware, database, and cloud monitoring platforms.
• Validate alerts based on business impact and service criticality to reduce false positives, duplicate incidents, and unnecessary escalations.
• Identify monitoring gaps and recommend improvements to alert thresholds, dashboards, service maps, dependency views, and escalation workflows.
• Mentor junior NOC analysts and provide technical guidance during complex incidents, shift operations, and troubleshooting activities.
• Review shift handovers for completeness, operational risk, pending escalations, critical alerts, and follow-up actions.
• Coordinate with application, infrastructure, cloud, network, cybersecurity, service desk, and vendor teams for end-to-end incident resolution.
• Support problem management by contributing incident timelines, technical evidence, recurring-failure trends, and corrective or preventive actions.
• Participate in change readiness reviews and assess the operational impact of planned infrastructure and application changes.
• Drive continual service improvement initiatives using incident trends, repeat-alert analysis, response-time data, and operational observations.
• Ensure adherence to incident management, escalation, communication, documentation, and SLA goverce standards.
• Provide operational inputs for capacity planning, availability improvement, resilience planning, and disaster-recovery readiness.
• Support audit and compliance requirements by maintaining accurate evidence, incident records, shift logs, and operational documentation.
• Participate in on-call or rotational support and provide senior-level coverage for critical business services.

ESSENTIAL RESPONSIBILITIES

• Monitoring Observability Tools
• ServiceNow Incident Management
• Major Incident Support
• Event Correlation Impact Analysis
• Escalation Management
• Infrastructure Operations (Windows/Linux/Network/Cloud)
• ITIL Process Knowledge
• Stakeholder Communication
• Operational Reporting Analytics

Technical Skills

• Enterprise Monitoring Observability (Dynatrace, Grafana)
• Infrastructure Fundamentals (Windows, Linux, Network, Cloud)
• Application Middleware Monitoring
• Root Cause Analysis (RCA) Support
• Dashboard Operational Reporting
• Automation Awareness (PowerShell, Python, Ansible preferred)

Incident Management Skills

• Incident Triage Prioritization
• P1/P2 Major Incident Identification
• Escalation Management
• SLA Tracking Goverce
• Service Restoration Coordination
• Bridge Call Support Incident Documentation
• Post Incident Review (PIR) Participation

Operational Skills

• Impact Assessment
• Resolver Team Coordination
• Shift Handover Management
• Runbook SOP Adherence
• Change Awareness Operational Risk Assessment
• Continuous Service Improvement
• Operational Analytics Trend Analysis

Soft Skills

• Strong Analytical Thinking
• Problem Solving
• Effective Communication
• Stakeholder Management
• Decision Making Under Pressure
• Collaboration Across Technical Teams
• Ownership Accountability

EDUCATION

• Any Degree

EXPERIENCE

• 6 - 9 years in NOC/Command Center

Shift Details

• Ready to work in Rotational Shift (24*7 support model)