NOC Engineer - January Start date - Hybrid

Penbrothers International; Mandaluyong; Remote; PHP 446,000 - 781,000; Full time

Job summary

Penbrothers International is seeking a NOC Engineer to monitor hosted environments, triage incidents, and execute runbooks. You will coordinate with Support and Cloud Engineering, ensuring timely escalation and clear ticketing.

The role emphasizes operational awareness, escalation routing, and reporting along with ongoing maintenance window monitoring. The ideal candidate brings 2–3 years in IT/Cloud operations, strong English communication, and experience with Salesforce or Zendesk.

Qualifications

• Completion of a recognized two-year or four-year post-secondary education program.
• Strong English communication skills required for verbal discussions and technical documentation.
• 2–3 years of related IT operations or cloud operations experience.
• Experience with monitoring tools, alerting workflows, OS, and basic networking.
• Familiarity with ticketing/case management tools like Salesforce or Zendesk.

Responsibilities

• Monitors hosted environments, dashboards, service health indicators, and alerts.
• Performs first-level incident triage and creates clear tickets with timelines.
• Executes approved runbooks for low to moderate issues and escalates as needed.
• Monitors during maintenance windows and documents observations and actions.
• Routes issues to appropriate teams and maintains clear handoffs between shifts.
• Contributes to operational KPI reporting and trend analysis.

Education

Post-secondary education

Tools

Salesforce

Zendesk

Job description

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client is a global leader in digital trust, PKI, and machine identity management, helping organizations manage and secure keys, certificates, and identities across cloud, containers, and enterprise environments. As digital ecosystems grow, we enable secure, scalable, and automated cryptographic operations.

About the Role

The NOC Engineer monitors Keyfactor hosted environments, performs alert triage, executes approved runbooks, creates and routes tickets, and coordinates operational escalations. This role supports a dedicated operational layer responsible for improving ownership, reducing duplicate effort, and ensuring alerts and incidents are addressed quickly and consistently.

NOC Engineers are responsible for Tier 1 operational monitoring and incident coordination while partnering with Support and Cloud Engineering. Support owns customer-facing ticket management and communications, Cloud Engineering owns the platform, and the NOC owns operational awareness and coordination between the two.

What You'll Do

Monitoring and Alert Management

• Monitors hosted environments, dashboards, service health indicators, and alerting systems.
• Performs initial alert analysis to determine severity, customer impact, service impact, and escalation requirements.
• Ensures alerts are acknowledged, documented, and routed according to established procedures.

Incident Triage and Classification

• Performs first-level triage and classification of operational incidents.
• Creates and maintains tickets with clear summaries, troubleshooting details, timelines, and escalation notes.
• Coordinates with Support and Cloud Engineering when an issue requires customer communication, technical investigation, or specialized expertise.

Runbook Execution

• Executes approved operational runbooks for low to moderate complexity issues.
• Identifies when runbooks are incomplete, unclear, or unsuccessful and escalates accordingly.
• Recommends updates to runbooks based on recurring alerts, handoff gaps, or operational lessons learned.

Maintenance Window Monitoring

• Monitors hosted environments during scheduled maintenance windows.
• Documents alerts, service changes, operational observations, and follow-up actions.
• Coordinates with Support and Cloud Engineering on maintenance-related escalations or customer-impacting observations.

Escalation Routing and Coordination

• Routes operational issues to the appropriate team based on severity, ownership, and required expertise.
• Coordinates operational incidents to reduce duplicate investigation efforts across Support and Cloud Engineering.
• Maintains clear handoffs between shifts, teams, and escalation points.
• Coordinates and communicates planned maintenance activities, service disruptions, and outage notifications to Support and customers to ensure timely awareness and effective incident response.

Operational Reporting

• Contributes to operational KPI reporting, alert trends, incident trends, and recurring issue identification.
• Supports visibility into NOC workload, alert volume, ticket routing, incident patterns, and runbook execution.
• Identifies opportunities to improve alert quality, escalation clarity, and operational consistency.

What You Bring

• Completion of a recognized two-year or four-year post-secondary education program required.
• Strong English communication skills are required, including the ability to effectively participate in verbal discussions, document operational activities, and communicate technical information to both technical and non-technical audiences.
• 2 to 3 years of related experience in IT operations, cloud operations, infrastructure monitoring, technical support, or a similar role.
• Working knowledge of cloud infrastructure, monitoring tools, alerting workflows, operating systems, and basic networking concepts.
• Experience working with ticketing, case management, or customer relationship management tools such as Salesforce, Zendesk, or similar software.
• Ability to execute documented procedures and identify when escalation is required.
• Strong written and verbal communication skills with a professional demeanor.
• Good attention to detail when documenting alerts, incidents, ticket updates, and handoff notes.
• Ability to analyze operational data and identify trends or recurring issues.
• Self-motivated with the ability to manage assigned work with some oversight.
• Able to thrive in a fast-paced, deadline-driven environment.