Associate - NOC Support

Malomatia Q.S.C.; Doha; On-site; QAR 167,400 - 279,000; Full time

Job summary

Malomatia Q.S.C. is seeking a seasoned Network Operations Center (NOC) professional to monitor servers, network devices, applications, cloud services, databases and storage infrastructure using enterprise monitoring tools.

The role involves identifying incidents, performing first-level troubleshooting, creating and tracking ITSM tickets, and escalating according to SLAs. You will coordinate with cross‑functional teams and contribute to continuous improvement in monitoring and incident response.

Qualifications

• Minimum 5+ years of experience in a Network Operations Center (NOC), IT Monitoring, IT Operations, or Technical Support environment.
• Experience working with enterprise monitoring platforms such as SolarWinds, Dynatrace, Zabbix, BMC Helix, SiteScope, PRTG, or similar solutions.
• Hands-on experience with IT Service Management (ITSM) tools such as ServiceNow, ManageEngine, Jira, or equivalent platforms.
• Understanding of Windows and Linux operating systems.
• Basic knowledge of networking concepts including TCP/IP, DNS, DHCP, routing, switching, WAN, and LAN technologies.
• Exposure to cloud platforms such as Microsoft Azure, OCI, AWS, or GCP.
• Knowledge of virtualization technologies and enterprise infrastructure environments.
• Understanding of ITIL Incident Management, Problem Management, Event Management, and Change Management processes.
• Experience in alert monitoring, event correlation, incident response, and operational reporting.
• Strong analytical, troubleshooting, communication, and documentation skills.
• Ability to prioritize and manage multiple incidents in a fast-paced operational environment.
• Willingness to work in a 24×7 shift-based environment.

Responsibilities

• Monitor servers, network devices, applications, cloud services, databases and storage infrastructure using enterprise monitoring tools.
• Identify, validate, and analyze monitoring alerts and events to distinguish genuine incidents from false positives.
• Perform first-level troubleshooting and conduct initial impact assessments.
• Create, update, track and manage incident tickets within the IT Service Management (ITSM) platform.
• Escalate incidents to the appropriate resolver groups in accordance with SLAs and escalation procedures.
• Coordinate with Infrastructure, Network, Cloud, Database, Security and Application Support teams to facilitate incident resolution.
• Prepare daily operational status reports, monitoring summaries, shift handover reports and dashboard updates.
• Maintain SOPs, runbooks and knowledge base articles; ensure security and compliance with policies.
• Support major incident management activities, bridge calls and operational communications when required.
• Work as part of a 24×7 shift operation and support business continuity requirements.

Skills

Analytical thinking

Troubleshooting

Documentation

Communication

Customer service

Team collaboration

Time management

Adaptability

Incident management

Attention to detail

Tools

SolarWinds

Dynatrace

Zabbix

BMC Helix

SiteScope

PRTG

ServiceNow

ManageEngine

Jira

Job description

Monitor servers network devices applications cloud services databases and storage infrastructure using enterprise monitoring tools Continuously monitor system availability performance capacity and service health Identify validate and analyze monitoring alerts and events to distinguish genuine incidents from false positives Perform first-level troubleshooting and conduct initial impact assessments Create update track and manage incident tickets within the IT Service Management ITSM platform Escalate incidents to the appropriate resolver groups in accordance with defined service-level agreements SLAs and escalation procedures Monitor infrastructure metrics including CPU utilization memory consumption disk usage network connectivity service availability application response URL availability and related performance indicators Coordinate with Infrastructure Network Cloud Database Security and Application Support teams to facilitate incident resolution Participate in major incident management activities bridge calls and operational communications when required Prepare daily operational status reports monitoring summaries shift handover reports and dashboard updates Maintain operational documentation standard operating procedures SOPs runbooks and knowledge base articles Ensure compliance with organizational monitoring standards operational processes security policies and service-level agreements Support continuous improvement initiatives related to monitoring alert management incident response and operational efficiency Ensure timely communication and escalation of critical incidents to relevant stakeholders Work as part of a 24 7 shift operation and support business continuity requirements

Skills & Experience:

• Minimum 5+ years of experience in a Network Operations Center (NOC), IT Monitoring, IT Operations, or Technical Support environment.
• Experience working with enterprise monitoring platforms such as SolarWinds, Dynatrace, Zabbix, BMC Helix, SiteScope, PRTG, or similar solutions.
• Hands-on experience with IT Service Management (ITSM) tools such as ServiceNow, ManageEngine, Jira, or equivalent platforms.
• Understanding of Windows and Linux operating systems.
• Basic knowledge of networking concepts including TCP/IP, DNS, DHCP, routing, switching, WAN, and LAN technologies.
• Exposure to cloud platforms such as Microsoft Azure, Oracle Cloud Infrastructure (OCI), Amazon Web Services (AWS), or Google Cloud Platform (GCP).
• Knowledge of virtualization technologies and enterprise infrastructure environments.
• Understanding of ITIL Incident Management, Problem Management, Event Management, and Change Management processes.
• Experience in alert monitoring, event correlation, incident response, and operational reporting.
• Strong analytical, troubleshooting, communication, and documentation skills.
• Ability to prioritize and manage multiple incidents in a fast-paced operational environment.
• Willingness to work in a 24×7 shift-based environment.

Behavioural Skills:

• Strong analytical and problem-solving capability.
• High attention to detail and accuracy.
• Customer-focused mindset with commitment to service excellence.
• Effective verbal and written communication skills.
• Strong teamwork and collaboration abilities.
• Ability to work under pressure and manage critical incidents professionally.
• Accountability and ownership of assigned tasks and activities.
• Strong organizational and time-management skills.
• Adaptability and willingness to learn new technologies and processes.
• Proactive approach to monitoring, incident identification, and continuous improvement.