NOC Engineer - 24/7 Incident Response & SLA Champion

SS Software Solutions, LLC; Austin (TX); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Onsite work

Job summary

SS Software Solutions, LLC is seeking a NOC Engineer to monitor and manage real-time network performance from a 24x7NOC, ensuring service availability and SLA adherence. This onsite role is located in Louisville, KY or Austin, TX with immediate availability.

You will participate in incident triage, escalation, and coordination with engineering teams and vendors, supporting continuous improvement and post‑incident reviews.

Qualifications

• Immediate availability for start date.
• Background check mandatory.
• Experience with incident management and ITIL-aligned practices.

Responsibilities

• Monitor network, service, application, and infrastructure platforms in real time.
• Detect, acknowledge, correlate, and prioritize alarms, alerts, and service-impacting events.
• Perform initial triage and impact assessment for network, broadband, access network, core, voice, video, Wi‑Fi, mobile, and enterprise service issues.
• Create, update, and manage incident tickets with accurate documentation.
• Troubleshoot routing, switching, access network, CMTS, HFC, DOCSIS, application, security, and load balancing issues.
• Coordinate P1 and P2 incidents, including bridge initiation, technical updates, escalation, and restoration tracking.
• Escalate incidents to engineering teams, field operations, vendors, application teams, leadership, and resolver groups.
• Follow SOPs, runbooks, incident workflows, change awareness processes, and ITIL-aligned practices.
• Support root cause analysis, post‑incident reviews, operational reporting, and continuous improvement.
• Maintain disciplined communication during incidents, shift handoffs, and stakeholder updates.
• Ensure SLA compliance through timely acknowledgment, escalation, updates, and closure.

Job description

SS Software Solutions, LLC is seeking a NOC Engineer to monitor and manage real-time network performance from a 24x7NOC, ensuring service availability and SLA adherence. This onsite role is located in Louisville, KY or Austin, TX with immediate availability.

You will participate in incident triage, escalation, and coordination with engineering teams and vendors, supporting continuous improvement and post‑incident reviews.