24/7 NOC Engineer: Incident Response & SLA Delivery

GOLDTECH RESOURCES PTE LTD; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

GOLDTECH RESOURCES PTE LTD is seeking a proactive Network Operations Centre Engineer to support 24x7 managed services. You will be the first point of contact for clients and vendors, monitoring alerts, logging incidents, and ensuring timely resolution per SLAs.

The ideal candidate has a disciplined, client-focused approach and works well within structured processes in a high-availability environment, with ITIL and CompTIA A+ certifications as stated requirements.

Qualifications

• Familiarity with ITIL concepts and service management practices.
• Technical diploma or equivalent in IT or related discipline.
• ITIL v4 Foundation certification is mandatory.
• CompTIA A+ certification is required.

Responsibilities

• Receive, log, validate, and diagnose client incidents and service requests.
• Monitor alerts, mailbox queues, calls, and chat requests.
• Perform first-level troubleshooting and first-call resolution when possible.
• Escalate issues per defined escalation matrix.
• Manage tickets in line with SLAs and operate procedures.
• Provide timely status updates to clients on open incidents.
• Coordinate with resolver groups and internal teams to meet timelines.
• Identify gaps in knowledge articles and SOPs for improvements.
• Maintain documentation accuracy within service management tools.
• Maintain professional communication with clients and vendors.

Skills

Methodical troubleshooting

Strong communication

24x7 shift readiness

Judgment in escalation

Detail-oriented teamwork

Education

Technical Diploma (IT) or equivalent

ITIL v4 Foundation

CompTIA A+

Job description

GOLDTECH RESOURCES PTE LTD is seeking a proactive Network Operations Centre Engineer to support 24x7 managed services. You will be the first point of contact for clients and vendors, monitoring alerts, logging incidents, and ensuring timely resolution per SLAs.

The ideal candidate has a disciplined, client-focused approach and works well within structured processes in a high-availability environment, with ITIL and CompTIA A+ certifications as stated requirements.