About dinCloud:

dinCloud is an all-encompassing Cloud Service Provider (CSP) with a global footprint of data centers. Our portfolio includes Cloud Hosted Virtual Desktops, Servers, and Databases. For over 10 years, we have been innovating in the cloud space- as a ‘born in the cloud provider. While we have evolved over the years, our core philosophy remains centered on security and transparency. As such, our innovative solutions can be tailored to the unique needs of many businesses and industries.

At dinCloud, we maintain a dynamically robust environment that is ever-changing and evolving in parallel with the latest technologies, trends, and industry standards. With a highly skilled and qualified workforce of over 500 personnel in our Islamabad, Lahore, and United States offices, we function with the firm belief that our employees are our greatest and most valued assets.

Our perks and benefits package includes:

•          Health insurance for our employee’s immediate family members inclusive of their parents, which covers OPD, as well as IPD
•          an effective provident fund policy along with EOBI facilities
•          entitlement for paid leaves
•          Pay Raises & Paid Trainings

We are presently searching for highly motivated candidates, with the will and determination to strive under pressure, and the innate ability to evolve and keep up with the emerging technologies in the industry.

Job Description:

The primary duties of the Technical Operations Center (TOC) Engineer are to Monitor alarms/alerts and validate them appropriately and Notify / Escalate asper the process via ITSM Tools.

Responsibilities:

•          Performance Monitoring (Server, N/W, VM, Cloud- Infra, and UC)
•          Responsible for the continuous monitoring and support of operations center scope of work.
•          Inspect hardware, software, and environmental alerts or malfunctions and if an anomaly is identified, minimize the service impact and restore services to normalcy following the set process and procedures.
•          Validate the anomaly following the approved standard operating procedures.
•          Coordinating with ISP/ vendors, customer coordination, and other internal teams.
•          Detect events, correlate, validate, follow Runbook/ Handbook procedures and act to avoid a potential incident or lower the intensity of an incident impact proactively
•          Create/update tickets, carefully track and document the sequence of events and resolution in detail in the platform.
•          Escalate the issue to Engineering and follow the escalation matrix, (other IT resources or 3rd party vendors for assistance in reaching a resolution) as and when required.
•          Maintain ongoing communication within the team and anyone involved in the service restoration efforts, to keep all stakeholders aware of relevant, known issues and the steps being taken.
•          Implement actions in support of root cause analysis and problem remediation
•          Understand business dynamics and needs at all levels (end-user to executive) and fulfill the business requirements

Qualifications:

•          2-4 years experience working as a NOC Analyst.
•          Experienced and proficient RCA with Validating / troubleshooting techniques and problem-solving in a 24x7x365 environment.
•          Experience working with Cisco technologies
•          Experience troubleshooting enterprise networks
•          Experience diagnosing and resolving TCP/IP, DNS, DHCP, and VPN issues
•          Knowledge in monitoring & L-1 support of databases and applications
•          Knowledge and experience with data center and cloud technologies.
•          ITIL Processes knowledge and experience
•          Basics of VMWare and CITRIX.
•          Working experience with ticketing tools like (Cherwell/ Service now)
•          Ability to understand and respond to users in the USA.
•          Willing to work in a 24/7 environment 
•          Excellent verbal and written communication skills

Key Competencies

• Analytical, NOC engineer, Detail Orientated, Delivery Excellence, Client Intimacy, Knowledge of monitoring and ticketing tools,