NOC Technician

Acqueon's conversational engagement software lets customer-centric brands orchestrate campaigns and proactively engage with consumers using voice, messaging, and email channels. Acqueon leverages a rich data platform, statistical and predictive models, and intelligent workflows to let enterprises maximize the potential of every customer conversation. Acqueon is trusted by 200 clients across industries to increase sales, drive proactive service, improve collections, and develop loyalty.

At our core, Acqueon is a customer-centric company with a burning desire (backed by asuite of awesome, AI-powered technology) to help businesses provide friction-free, delightful, and referral-worthy customer experiences.

For NOC Engineers, Acqueon offers a dynamic environment focused on 24/7 infrastructure and application monitoring, incident response, service reliability, and continuous improvement. Engineers work with enterprise-scale systems, ensuring uptime, optimizing performance, and maintaining strict SLA and compliance standards in a fast-paced SaaS ecosystem.

• →Ensure high availability and maximum uptime in SaaS environments by proactively monitoring and managing infrastructure, applications, and network systems using tools like Zabbix, Grafana, Prometheus, Sumo Logic, and Amazon CloudWatch.
• →Proactively identify anomalies, threshold breaches, and performance bottlenecks to prevent potential incidents.
• →Respond to alerts and incidents in real time, perform initial triage and troubleshooting across Windows/Linux servers, applications, and network components, validate service health (APIs/endpoints), and escalate complex issues with detailed analysis.
• →Validate application availability through endpoint checks, API monitoring, and service health verification.
• →Execute routine operations including system health checks, patching, maintenance, backups, and disaster recovery using cloud-native tools (e.g., AWS Backup, S3, RDS), while also monitoring resource utilization and supporting cost optimization initiatives
• →Contribute to the creation, review, and continuous improvement of SOPs, runbooks, and knowledge base articles.
• →Participate in Change Management and Change Control processes by implementing approved changes, validating deployments, and minimizing risk to production systems.
• →Maintain accurate records in ticketing systems, ensuring proper documentation aligned with ITIL processes and audit requirements
• →Participate in shift handovers, ensuring clear communication of ongoing incidents, system status, and pending actions
• →Ensure strict adherence to SLAs, operational processes, security guidelines, and compliance standards

• Associate’s or Bachelor’s degree in Information Technology, Networking, or a related field (or equivalent practical experience)
• 2–5 years of experience in a NOC, Cloud Operations, or Network Support environment
• Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN concepts
• Strong knowledge of operating systems, particularly Linux and Windows environments
• Hands-on experience or familiarity with monitoring and observability tools such as Zabbix, Grafana, Prometheus, Sumo Logic, Datadog, ELK stack … etc.
• Good understanding of ITIL practices (Incident, Change, and Problem Management) in an operations environment
• Experience troubleshooting SaaS application performance, system reliability, and cloud-based service disruptions.
• Basic scripting knowledge (Shell or Python) is an advantage for automation and operational efficiency
• Willingness to work in a 24/7 shift-based support model
• Effective communication and documentation skills for incident reporting, escalations, and knowledge sharing

• AWS certifications (e.g., AWS Certified Solutions Architect, AWS Certified DevOps Engineer).
• Experience with hybrid cloud environments and on-premises-to-cloud migrations.
• Familiarity with other cloud platforms like Azure or GCP.
• Knowledge of database management (e.g., RDS, DynamoDB) and caching solutions (e.g., Redis, ElastiCache).