SENIOR ENGINEER - Network Management

Job Title

Network Operations Center (NOC) Engineer

Job Location

Abu Dhabi, UAE-M42 Network Operations Center / data center facilities

Seniority Level

Mid-level-Operations (L1.5 / L2 monitoring and response)

Engagement Type

Full-time, on-site, 24x7 rotational shift

• Role Purpose
  
  

The NOC Engineer is the always-on watch-keeper for M42 Healthcare's IT estate, responsible for the proactive monitoring, triage, and first-response handling of every alert generated across servers, networks, security tools, applications, and data center infrastructure. The role exists to detect service degradation early, contain its impact on hospital operations, and accelerate resolution by mobilizing the right L2/L3 teams under documented runbooks. Because clinical, diagnostic, and patient-facing systems must be continuously available, the NOC Engineer's vigilance directly protects patient-care continuity, treatment timelines, and the integrity of clinical workflows. The role also produces operational telemetry, shift handovers, and audit-grade evidence used by infrastructure, cybersecurity, and compliance teams.

• Key Responsibilities
• Monitor all production infrastructure, network, application, and security alerts on a 24x7 rotational shift basis using the consolidated NOC console.
• Perform first-response triage on every alert, classify severity per the defined matrix, and execute documented runbook actions.
• Open, update, and own incidents in the ITSM platform with accurate categorization, impact, urgency, and CI linkage.
• Escalate incidents to the correct L2/L3 owner within agreed escalation timelines, ensuring no SLA breach.
• Drive Major Incident Management (MIM) protocols-bridge calls, status updates, stakeholder communication, and clinical-impact reporting.
• Track and report on SLA performance for incidents, change windows, and service requests handled in shift.
• Produce shift handover reports capturing open incidents, ongoing changes, watch items, and pending escalations.
• Coordinate planned maintenance and change windows-pre-checks, freeze monitoring, post-change validation, and CAB updates.
• Validate and acknowledge backup job completion, replication health, and DR sync status across the estate.
• Run routine health checks (heartbeat, capacity, performance thresholds, certificate expiry, DR sync) at start of every shift.
• Engage vendors and OEMs (Microsoft, Cisco, Dell, HPE, etc.) for hardware faults, RMA, and support ticket follow-through.
• Maintain the operational dashboard, alarm console, and event correlation rules in coordination with the monitoring engineering team.
• Tune noise and false positives in monitoring tools; recommend new monitors based on incident trends.
• Produce daily, weekly, and monthly operational reports-incident volumes, SLA performance, MTTR, MTBF, top alarms.
• Support audit and compliance evidence-alert logs, ticket trails, MIM call recordings, and shift logs.
• Comply with information security policies, ADHICS controls, and operational change-freeze instructions during clinical events.
• Technical Responsibilities
• Operate enterprise monitoring tools-SolarWinds, PRTG, Zabbix, Nagios, Datadog, ScienceLogic, or equivalent.
• Read and interpret SNMP traps, Syslog, WMI, NetFlow, and application telemetry.
• Operate ITSM tools-ServiceNow, BMC Remedy-for incident, problem, change, and request management.
• Use SIEM consoles (Splunk, Sentinel, QRadar) for first-line security event triage in coordination with the SOC.
• Run basic Wintel / Linux command-line diagnostics-service status, disk, memory, CPU, network reachability.
• Run network diagnostics-ping, traceroute, MTR, interface counters, port flap analysis, basic packet capture review.
• Validate backup and replication tools-Veeam, Commvault, Rubrik, Zerto, ASR.
• Operate ticketing automation, alert routing, and on-call scheduling tools (PagerDuty, Opsgenie).
• Build and maintain dashboards, reports, and shift KPIs.
• Execute runbooks for common failure scenarios-file system full, service down, link flap, certificate expiry, AD replication, AlwaysOn failover.
• Compliance and Governance Responsibilities
• Ensure every monitored event is captured in the ticketing system and retained per ADHICS log-retention requirements.
• Treat all PHI and clinical-system events with confidentiality; never disclose patient or clinical data outside authorized channels.
• Maintain integrity of monitoring logs, alert evidence, and shift handovers for audit support.
• Operate strictly within RBAC-no use of privileged accounts beyond the role scope; integrate with the PAM platform for any elevated access.
• Produce audit evidence on demand-alert volumes, SLA reports, MIM logs, change-window monitoring evidence.
• Report any suspected security event to the SOC immediately as per the defined escalation matrix.
• Never disable or bypass monitoring rules without an approved change record.
• Support cybersecurity governance reviews-alert tuning logs, false-positive trends, and detection coverage gaps.
• Required Technical Skills
• Strong familiarity with NOC monitoring and alarming tools
• ITSM operations-ServiceNow / Remedy
• Basic Windows and Linux administration
• Networking fundamentals-TCP/IP, routing, switching, firewalls
• Familiarity with virtualization platforms (VMware, Hyper-V, Nutanix)
• Familiarity with backup, DR, and replication tools
• Knowledge of cloud monitoring (Azure Monitor, AWS CloudWatch)
• SIEM first-line triage
• Strong reporting and dashboarding ability
• Understanding of ITIL incident, problem, and change processes
• Required Experience
• Minimum 4 years of NOC, command center, or 24x7 service operations experience.
• Hands-on experience working in a multi-vendor enterprise environment.
• Healthcare, banking, telecom, government, or critical-infrastructure exposure preferred.
• Experience operating in an ITIL-based environment with formal SLA and escalation matrices.
• Comfortable working rotational shifts including nights, weekends, and public holidays.
• Required Certifications
  
  

Mandatory

• ITIL 4 Foundation
• CompTIA Network+ or Cisco CCNA
  
  

Preferred

• Microsoft Certified: Azure Fundamentals (AZ-900)
• VMware vSphere Foundations or VCTA
• Vendor-specific monitoring tool certification (SolarWinds, Datadog, etc.)
• ITIL 4 Specialist (Monitor, Support, and Fulfil)
• ADHICS awareness training
• Education Requirements
• Bachelor's degree or recognized diploma in Computer Science, IT, Networking, or related field.
• Equivalent technical training and substantial NOC experience may be considered.
• Soft Skills and Behavioural Competencies
• Vigilance and attention to detail
• Composure and structured decision-making during high-severity events
• Strong written communication for shift handovers and incident updates
• Clear verbal communication during major incident bridges
• Strong sense of ownership through to handover or closure
• Collaborative, team-first approach
• Discipline in following runbooks and escalation procedures
• Confidentiality and professionalism appropriate to a healthcare environment
• Key Interfaces
• Infrastructure Team
• Network and Network Security Teams
• Cybersecurity / SOC
• Service Desk
• Application Teams
• Database Team
• Cloud Team
• Hospital Operations and Clinical Engineering
• Vendors and OEMs
• MSP leadership during transition and steady-state
• Internal Audit and Compliance
• Success Measures and KPIs
• Alert acknowledgement within agreed SLA-target = 98%
• First-response and triage actions executed per runbook-target = 95%
• Incident escalation accuracy (right team, first time)-target = 95%
• MIM bridge initiation within agreed time for every P1
• Shift handover completeness-100%
• False positive reduction-measurable quarter-over-quarter improvement
• SLA breach incidents attributable to NOC-zero
• Audit findings related to NOC operations-zero
• Backup / DR sync validation completeness-100% per shift checklist
• Tools and Technologies
  
  

Category / Tool

Category / Tool

SolarWinds / PRTG / Zabbix / Nagios / Ops Manager

ScienceLogic / LogicMonitor

ServiceNow / BMC Remedy / Manage Engine

PagerDuty / Opsgenie

Splunk / Sentinel / QRadar (read-only NOC view)

Veeam / Commvault dashboards / Cohesity

Cisco Prime / DNA Center (read view)

Azure Monitor / Log Analytics

MS Teams / Webex for major incident bridges

Confluence / SharePoint for runbooks Network Troubleshooting, Service Desk

• Working Conditions
• 24x7 rotational shifts including nights, weekends, and public holidays.
• On-site presence at the NOC facility in Abu Dhabi.
• Mandatory shift handover protocols and overlap.
• Strict adherence to information security and confidentiality controls.
• Participation in major incident drills, DR tests, and tabletop exercises.

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