- Monitor the performance and capability of computer systems using diversified tools.
- Figure out the malfunctioning of hardware, software, and environmental alerts.
- NOC Engineers does the root cause analysis (RCA) when a problem is recognized.
Work to triage or troubleshoot the issues, within their defined areas. NOCs generally have standard operating procedures (SOP) that the NOC engineer will closely follow. This may include coordinating with Develoeprs, DevOps, SecOps, or other IT teams for a holistic solution.
In response to incidents, the NOC engineer should carefully track and document all defects and resolutions in detail. This helps in increasing the expert base of NOC and helps in maintenance of system's health record.
When the technical issues are complicated which needs an immediate response or troubleshooting, NOC engineers must escalate the matter to management as per their SOP (Standard Operation Procedure). If need be, they can include the other IT resources and teams for a faster resolution after obtaining the proper approvals.