Command Center (Incident & Network Support) Engineer

Job Title : Command Center (Incident & Network Support) EngineerLocation: San Ramon, CAFTE OnlyJob DescriptionWe are looking for Command Center Engineer who is having experience in Network Support & Incident Engineer provides first-line support for network infrastructure, focusing on monitoring, basic troubleshooting, incident logging, and escalation. This role ensures network availability by following standard operating procedures (SOPs) and predefined runbooks.Key Responsibilities• Monitor network devices and links using NMS tools (SolarWinds, Zabbix, Nagios, etc.)• Handle L1 incidents related to:o LAN/WAN connectivityo Router, switch, firewall alertso VPN connectivity issues• Perform basic troubleshooting using SOPs and checklists• Create, update, and manage tickets in ITSM tools (ServiceNow, Remedy, etc.)• Identify incident severity and escalate to L1.15 / L2 teams as per SLA• Perform basic network health checks (CPU, memory, interface status)• Coordinate with ISPs / vendors for link-related issues (as per SOP)• Maintain shift logs, incident notes, and documentation• Follow change, incident, and problem management processes• Support 24x7 operations in rotational shifts• Leveraging technology to issue all communications and providing key stakeholder management• Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls• Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed• Matrix management of people, processes and resources including third parties - including resolving conflict to move forward to resolution• Being accountable for resolving the outage via workaround or permanent fix• Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews• Supporting and nurturing process improvements and knowledge base improvements• Continually maintaining and developing tools and resources to manage major incidents effectively• Providing periodic major incident metrics reportsTechnical Skills Required• Basic understanding of:o TCP/IP, OSI modelo LAN, WAN, DNS, DHCP• Exposure to:o Routers & switches (Cisco/Juniper basics)o Firewalls (basic understanding only)• Familiarity with:o Network monitoring toolso ITSM ticketing systemsExperience & Qualifications• 3-5 years of experience in Network Operations / IT Support• Diploma / Bachelor's degree in IT, Computer Science, or related field• Certifications (Preferred):o CCNA (or equivalent - foundational level)o ITIL Foundation (optional)Key Competencies• Good communication skills• Ability to follow SOPs strictly• Willingness to work in shifts