Engineer

SACOFA Sdn Bhd.; Kuching; On-site; MYR 60,000 - 90,000; Full time

Job summary

SACOFA Sdn Bhd seeks a dedicated NOC Operations Specialist to lead end-to-end incident coordination, assess impact, classify severity, and drive service restoration as the primary escalation point. You will coordinate trouble tickets, track timelines, perform RCA with technical teams and vendors, and prepare incident reviews to improve MTTR and SLA performance.

In this role you will monitor alarms, analyze performance trends, ensure compliance with escalation matrices, and support disaster

Qualifications

• Bachelor's Degree in Information Technology (IT), Computer Science or related field.
• Preferably 2 years of working experience in network operations or a related field.
• Basic understanding of network troubleshooting, fault detection and service restoration processes.
• Strong teamwork skills with the ability to collaborate effectively within the NOC team.
• Ability to work under pressure and support incidents outside normal working hours.

Responsibilities

• Lead end-to-end incident coordination, including impact assessment, severity classification and service restoration, as the primary NOC escalation point.
• Coordinate Trouble Ticket (TT) creation, routing and updates, maintain accurate incident timelines and service impact records, and verify service restoration before closing tickets.
• Coordinate Root Cause Analysis (RCA) with technical teams and vendors, track corrective and preventive actions, elevate overdue actions.
• Prepare incident reports, major incident summaries and post-incident reviews, analyse MTTR and SLA performance, and recommend improvements.
• Carry out daily operational activities including alarm monitoring, event reporting, performance trend analysis and preventive system checks.
• Ensure compliance with incident management procedures, escalation requirements and SLA commitments, maintain records for reviews and audits.

Skills

NOC coordination

Troubleshooting

Teamwork

Pressure handling

Education

Bachelor's Degree in IT/CS

Job description

Lead end-to-end incident coordination, including impact assessment, severity classification and service restoration, while serving as the primary NOC escalation point for major incidents and coordinating technical teams, vendors and contractors in accordance with the approved escalation matrix.

Coordinate Trouble Ticket (TT) creation, routing and updates, maintain accurate incident timelines and service impact records, and verify service restoration and alarm clearance before closing tickets with complete fault findings, resolution evidence and required references.

Coordinate Root Cause Analysis (RCA) with technical teams and vendors, track corrective and preventive actions, elevate overdue actions and monitor recurring incidents following implementation.

Prepare incident reports, major incident summaries and post-incident reviews, analyse incident trends, Mean Time to Repair (MTTR), outage duration and Service Level Agreement (SLA) performance, and recommend improvements to support network performance, capacity and availability.

Carry out daily operational activities, including alarm monitoring, event reporting, performance trend analysis and preventive system checks, ensuring timely escalation of critical alarms and monitoring failures.

Ensure compliance with incident management procedures, escalation requirements and SLA commitments, maintain records for reviews and audits, identify process gaps, and support disaster recovery exercises and operational readiness activities.

Perform additional operational responsibilities and ad hoc duties as assigned by the immediate superior to support effective NOC operations.

What We’re Looking For

Bachelor's Degree in Information Technology (IT), Computer Science or a related field.

Preferably 2 years of working experience in network operations or a related field.

Basic understanding of network troubleshooting, fault detection and service restoration processes.

Strong teamwork skills with the ability to collaborate effectively within the NOC team.

Ability to work under pressure and support incidents outside normal working hours.

SACOFA SDN BHD (552905 - P) is the leading telecommunication infrastructure providers in Sarawak.

Incorporated on 11 July 2001, SACOFA's primary objective is to promote common sharing of telecommunication infrastructures amongst operators enabling speedy and cost effective service roll-out throughout Sarawak.

Telecommunications & Internet Service Providers 101-1,000 employees

SACOFA SDN BHD (552905 - P) is the leading telecommunication infrastructure providers in Sarawak.

Incorporated on 11 July 2001, SACOFA's primary objective is to promote common sharing of telecommunication infrastructures amongst operators enabling speedy and cost effective service roll-out throughout Sarawak.