NOC 24x7

Claranet limited; Lisboa; On-site; EUR 42,000 - 54,000; Full time

Job summary

Claranet is seeking a NOC 24x7 professional to join our Lisbon-based team. You will operate core L1 services around the clock, monitor infrastructure events, and manage incidents in ServiceNow with a focus on automation and remediation.

Responsibilities include monitoring, logging, triaging incidents, escalating as needed, and maintaining runbooks while ensuring SLA adherence and coverage for a 24x7 rotation.

Qualifications

• 12th grade or university attendance is required.
• Windows Server and Linux troubleshooting skills.
• Network troubleshooting knowledge (e.g. Cisco, HP, VPN; TCP/IP, DNS, DHCP).
• Basic scripting in PowerShell and/or Bash — read, understand and safely execute scripts; familiarity with monitoring tools (Zabbix, PRTG, Nagios) and ITSM ticketing tools (ideally ServiceNow).
• Structured, process-oriented approach: follows runbooks rigorously and documents actions clearly.
• Availability for 24x7 rotating shifts.
• Proven proficiency in English, both spoken and written.

Responsibilities

• Core L1 Operations (24x7).
• Monitor infrastructure events and alerts 24x7 (Zabbix & correlated alerts).
• Log, classify, prioritize and diagnose incidents in ServiceNow; handle tickets by priority and SLA.
• Resolve incidents using KB articles and KB suggestions (KB + ML).
• Manage third-party ticketing systems and reflect in ServiceNow.
• Escalate to 2nd level/CTs per ticket flow with complete information.
• Validate contracted services and scope before acting (including client assets).
• Supervise self-healing / auto-remediation executions and validate outcomes.

Skills

Windows & Linux troubleshooting

Network troubleshooting

PowerShell/Bash scripting

Monitoring tools

ServiceNow ITSM

Runbooks & documentation

English proficiency

Education

12th grade

University attendance

Tools

Zabbix

PRTG

Nagios

ServiceNow

PowerShell

Bash

Job description

We're fast learners,hard workers, natural collaborators... and we Make Modern Happen!

Our ambition is tounlock the potential of our digital world so that organisations everywhere caninnovate and thrive securely.

We aim to achievethis goal by bringing together the world’s most talented people and the mostpowerful technologies, combining them to address our customers' challenges and tobuild something stronger together.

Right now, we arelooking for a NOC 24x7to integrate our internalteam, based inLisbon.

Your responsibilitiesinclude:

• Core L1Operations (24x7)
  
• Monitorinfrastructure events and alerts 24x7 (Zabbix and correlated alerts from theevent-correlation platform), ensuring continuity across shifts;
  
• Detect,log, classify, prioritise and diagnose incidents in ServiceNow, handlingtickets by priority and SLA;
  
• Resolveincidents using knowledge base articles and the ServiceNow KB suggestions (KB +ML matching);
  
• Managethird-party ticketing systems and keep third-party tickets reflected inServiceNow;
  
• Escalate to2nd level / CTs according to the defined ticket flow, with complete andstructured information;
  
• Validatecontracted supported services and scope before acting (including assets managedby the client);
  

Automation& Self-Healing Operations

• Superviseself-healing / auto-remediation executions (e.g. disk space, backup failures,monitoring agent unavailable, host unreachable or restarted), validating theoutcome and closing or escalating when remediation fails;
  
• Executeapproved runbooks and remediation scripts (PowerShell / Bash) through the monitoring and remote-management tools, following change and security rules;
  
• Handleexceptions not covered by automation and document the manual steps taken, sothey can be converted into new runbooks and automations;
  
• Validateand correct the automatic classification of emails and alerts, giving feedbackto improve rules and models;
  
• Identifyrecurring incidents and automation candidates, and support Problem Managementwith data and evidence;
  
• Create andmaintain KB articles and runbooks in a standardised, automation-ready format;
  
• Contributeto operational reporting (auto-resolved vs. manual incidents, failedremediations, noisy alerts);
  
• Work in24x7 rotating shifts.
  

You must have:

• 12th grade(minimum) or university attendance;
  
• WindowsServer and Linux troubleshooting skills;
  
• Networktroubleshooting knowledge (e.g. Cisco, HP, WatchGuard, VPN; TCP/IP, DNS, DHCPfundamentals);
  
• Basicscripting in PowerShell and/or Bash — able to read, understand and safelyexecute scripts and adapt simple ones;Familiarity with monitoring tools (e.g.Zabbix, PRTG, Nagios) and ITSM ticketing tools (ideally ServiceNow);
  
• Structured,process-oriented approach: follows runbooks rigorously and documents actionsclearly;
  
• Availabilityfor 24x7 rotating shifts;
  
• Provenproficiency in English, both spoken and written.
  

We value:

• Basicknowledge of Python and/or Ansible;
  
• Understandingof REST APIs, JSON and webhooks;
  
• Exposure toevent correlation / AIOps concepts or to ServiceNow Event Management / FlowDesigner;
  
• Zabbix,Microsoft Azure or AWS fundamentals certifications;
  
• Curiosityabout automation and a continuous-improvement mindset;
  
• Dynamism,initiative and a high sense of responsibility;
  
• Problem-solvingand analytical skills;
  
• Goodcommunication, team spirit and interpersonal skills;
  
• Results-oriented,with stress management and emotional control.