Engineer, NOC

Overview

About Consilio

Consilio's consulting and services teams assist legal departments of multinational corporations and their outside counsel in responding to legal matters, reducing legal spend, minimizing risk, and operating more efficiently. Across eDiscovery, document review, and legal consulting services, Consilio is committed to delivering service excellence globally and applying proven knowledge and technology to help clients solve challenges with lower cost, lower risk, and improved speed.

Position Summary

The NOC Engineer provides first-line operational monitoring and incident response for Consilio's global technology environment. The role monitors infrastructure, networks, servers, storage, applications, and supporting services; validates and triages alerts; executes approved runbooks; and coordinates timely escalation and communication to minimize service disruption. The NOC Engineer contributes to reliable 24x7 operations through disciplined ticket documentation, shift handoffs, monitoring improvement, and collaboration with infrastructure, application, security, and service management teams.

Responsibilities

• Continuously monitor the health, availability, performance, and capacity of infrastructure, network, server, storage, cloud, application, and environmental services using approved monitoring and observability platforms.
• Validate, correlate, prioritize, acknowledge, and triage alerts based on business impact, severity, service dependencies, and documented operating procedures.
• Perform first-level troubleshooting and approved remediation, including service or job restarts, basic connectivity checks, log review, health validation, and execution of established runbooks.
• Create and maintain accurate incident and service tickets, including timestamps, affected services, troubleshooting performed, evidence collected, actions taken, escalation details, and final resolution.
• Escalate unresolved or high-impact incidents to the correct technical team, vendor, incident commander, or management contact in accordance with defined SLAs and escalation paths.
• Initiate or support major incident bridges, maintain a clear incident timeline, provide concise stakeholder updates, and ensure ownership remains clear through service restoration.
• Complete structured shift handoffs that identify active incidents, degraded services, pending follow-ups, maintenance activities, and operational risks.
• Coordinate with third-party vendors and internal support teams to resolve hardware, software, connectivity, and platform issues.
• Support planned maintenance and change windows by completing readiness checks, monitoring service health, documenting checkpoints, validating recovery, and communicating exceptions.
• Maintain and improve operational documentation, including SOPs, runbooks, escalation matrices, knowledge articles, monitoring inventories, and service ownership records.
• Assist with monitoring onboarding for new or changed services by validating dashboards, thresholds, routing, dependencies, ownership, and actionable alert content.
• Review false positives, duplicate alerts, missed detections, stale monitors, and recurring noise; recommend threshold, routing, suppression, or runbook improvements to reduce alert fatigue.
• Contribute incident data and timelines to problem management and post-incident reviews; track assigned corrective actions and knowledge updates to completion.
• Monitor operational performance indicators such as service availability, alert volume, mean time to detect, mean time to acknowledge, mean time to resolve, SLA compliance, and repeat incidents.
• Follow approved access control, data handling, change management, incident management, security, and audit requirements, and promptly escalate suspected security events to the appropriate response team.
• Participate in rotational shifts, weekend or holiday coverage, after-hours maintenance, and on-call support as required by business needs.

Operational Tools and Technologies

• Monitoring and observability: Grafana, Prometheus, and Uptime Kuma or comparable platforms.
• Incident alerting and coordination: JSM (Jira service management) or comparable on-call and incident management tools.
• IT service management and documentation: ServiceNow or another ITSM platform; SharePoint or Confluence for knowledge management.
• Operating systems and infrastructure: Windows and Linux fundamentals; server, virtualization, storage, network, and cloud concepts.
• Automation and configuration: Working knowledge of Windows PowerShell; familiarity with YAML syntax, PromQL (Prometheus Query Language) and API-based integrations is desirable.
• Core networking: TCP/IP, DNS, DHCP, routing, switching, VPNs, firewalls, load balancers, latency, packet loss, and common connectivity diagnostics.

Qualifications

• Bachelor's degree or diploma in Computer Science, Information Technology, Engineering, or a related discipline, or an equivalent combination of education, training, and relevant experience.
• At least one year of experience in NOC, infrastructure operations, Service Now, systems administration, network support, or another 24x7 technical support environment is preferred. Entry-level candidates with relevant internships, labs, or certifications may be considered.
• Foundational understanding of incident, request, problem, change, and knowledge management practices.
• Ability to interpret alerts, dashboards, logs, system events, and basic performance or capacity indicators.
• Ability to troubleshoot methodically, follow technical procedures, recognize operational risk, and escalate with complete and accurate context.
• Clear written and verbal communication skills, including the ability to provide concise technical updates to both technical and nontechnical stakeholders.
• Strong attention to detail, organization, prioritization, and time management in a high-volume environment with shifting priorities.
• Ability to work independently within established procedures and collaborate effectively across global teams and time zones.
• Ability and willingness to work rotational shifts, weekends, holidays, and scheduled maintenance windows as business needs require.

Preferred Qualifications

• Hands-on experience with enterprise monitoring, observability, event management, or incident response tools.
• Experience supporting network, Windows, Linux, virtualization, storage, cloud, or enterprise application environments.
• Experience with ITSM ticketing platforms, CMDB concepts, service mapping, and operational knowledge management.
• Experience using PowerShell or another scripting language to automate repetitive operational tasks.
• ITIL Foundation and (or) relevant monitoring-tool certification.
• Experience in a regulated, audited, legal technology, eDiscovery, or globally distributed services environment.

Core Competencies

• Operational ownership and accountability
• Analytical troubleshooting and sound judgment
• Calm, structured response during high-impact incidents
• Customer and service orientation
• Clear communication and active listening
• Collaboration across technical teams
• Documentation discipline and attention to detail
• Continuous improvement and learning agility

Client Experience | Listen for the “why." Clearly define success. Be accountable. Go the extra distance to create moments that matter.

Collaboration | Treat everyone with respect. Welcome diverse views. Partner across geographies, generations, and teams. Rally around final decisions.

Innovation | Always be curious (ABC). Challenge the status quo. Experiment and fail forward. Build for the future.

Grit | Focus on what matters. Work with passion and persistence. Think like an owner. Deliver results you’re proud of.