NOC Engineer Job Description

Summary
The NOC Engineer will oversee and ensure system availability and performance of our
service. This position will analyze reports and alerts, perform technical troubleshooting
and incident response on systems, communicate updates with necessary stakeholders,
and will be ultimately responsible for ensuring that the problems are resolved in a timely
manner. The right person for this role has 3+ years of experience at scale, is a fantastic
communicator, and stays cool under pressure.

Responsibilities:
● The NOC Engineer will be part of the Pluto TV NOC team supporting the rotating
on-call schedule.
● Monitoring, detecting, communicating, and handling all operations-related service
disruptions.
● Analyze and perform basic triage upon data to make informed decisions and
identify potential problems and risks
● Acknowledge any system alerts and ensure that proper engineering teams are
notified and engaged to resolve incidents
● Ensure timely declaration and escalation of service disruptions, including the
associated data collection, reporting, and tracking of follow-ups.
● Coordinate conference bridges for major incidents to bring together all support
teams and vendors required to resolve the incident
● Establish timelines for operations and development teams to ensure incidents
are accurate for measurement
● Work with subject matter experts to help ensure service availability levels are met
and adverse impacts are kept to a minimum.
● Proactively communicate with stakeholders on potential customer-impacting
issues
● The engineer ensures that incidents are resolved in a timely manner, with
appropriate actions to mitigate business/customer impact
● Make certain that incident communication/report is accurate, timely, clear, and
concise.
● Assist in post-incident(post-mortem) review to create a more efficient incident
management process for future incidents
● Help ensure we’re always pursuing better ways by creating, reviewing, and
maintaining training manuals, runbooks, policies, checklists, and incident
management procedures.
● Rotating On-call Operations Support with a willingness to cover shift gaps if
necessary.

Basic Qualifications :
● 3-4 years of experience working in a high traffic environment with a 24x7,
mission-critical operations environment.
● A high degree of technical knowledge to understand the environment and
provide clear updates to the teams and stakeholders.
● Excellent communication, follow-up, and resolution abilities.
● Experience with monitoring, administering, and tuning applications/system
monitoring and management tools (i.e. Data Dog, Grafana, Confluence, Loggly,
Pager Duty, AWS, and Splunk) is required.
● Knowledge of incident and problem management controls and processes
Preferred Qualifications:
● ITIL certification is preferred.
● Knowledge of incident and problem management controls and processes
● Experience in Broadcast Operation