Consultant - NOC/Command Center

NOC Consultant

enGen Global is an emerging global healthcare partner that delivers strategic innovation, expertise, and flexibility to its healthcare partners. Being a US healthcare conglomerate captive, we have direct access to deeper insights that help us accelerate our learning process and keeps us ahead of the curve. Thryve delivers next-generation solutions that enable our healthcare partners to provide positive experiences to their consumers. 

Our global collaborative of healthcare, operations, and IT experts creates innovative and sustainable processes for our clients, which keeps the ever-evolving consumers engaged and assists them in managing the future of their healthcare better. We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. enGen Global is an equal opportunity employer and places a high value on integrity, diversity, and inclusion in the organization. 

JOB SUMMARY

• Act as the senior operational point of contact during Priority 1 and Priority 2 incidents, ensuring timely technical engagement, escalation, stakeholder communication, and service restoration. 

• Lead technical bridge calls by establishing incident command, assigning workstreams, tracking recovery actions, and maintaining clear communication cadence. 

• Perform advanced event correlation across infrastructure, network, application, middleware, database, and cloud monitoring platforms. 

• Validate alerts based on business impact and service criticality to reduce false positives, duplicate incidents, and unnecessary escalations. 

• Identify monitoring gaps and recommend improvements to alert thresholds, dashboards, service maps, dependency views, and escalation workflows. 

• Mentor junior NOC analysts and provide technical guidance during complex incidents, shift operations, and troubleshooting activities. 

• Review shift handovers for completeness, operational risk, pending escalations, critical alerts, and follow-up actions. 

• Coordinate with application, infrastructure, cloud, network, cybersecurity, service desk, and vendor teams for end-to-end incident resolution. 

• Support problem management by contributing incident timelines, technical evidence, recurring-failure trends, and corrective or preventive actions. 

• Participate in change readiness reviews and assess the operational impact of planned infrastructure and application changes. 

• Drive continual service improvement initiatives using incident trends, repeat-alert analysis, response-time data, and operational observations. 

• Ensure adherence to incident management, escalation, communication, documentation, and SLA governance standards. 

• Provide operational inputs for capacity planning, availability improvement, resilience planning, and disaster-recovery readiness. 

• Support audit and compliance requirements by maintaining accurate evidence, incident records, shift logs, and operational documentation. 

• Participate in on-call or rotational support and provide senior-level coverage for critical business services.

 ESSENTIAL RESPONSIBILITIES

• Monitoring & Observability Tools

• ServiceNow Incident Management

• Major Incident Support

• Event Correlation & Impact Analysis

• Escalation Management

• Infrastructure Operations (Windows/Linux/Network/Cloud)

• ITIL Process Knowledge

• Stakeholder Communication

• Operational Reporting & Analytics

Technical Skills

• Enterprise Monitoring & Observability (Dynatrace, Grafana)

• Infrastructure Fundamentals (Windows, Linux, Network, Cloud)

• Application & Middleware Monitoring

• Root Cause Analysis (RCA) Support

• Dashboard & Operational Reporting

• Automation Awareness (PowerShell, Python, Ansible preferred)

Incident Management Skills

• Incident Triage & Prioritization

• P1/P2 Major Incident Identification

• Escalation Management

• SLA Tracking & Governance

• Service Restoration Coordination

• Bridge Call Support & Incident Documentation

• Post Incident Review (PIR) Participation

Operational Skills

• Impact Assessment

• Resolver Team Coordination

• Shift Handover Management

• Runbook & SOP Adherence

• Change Awareness & Operational Risk Assessment

• Continuous Service Improvement

• Operational Analytics & Trend Analysis

Soft Skills

• Strong Analytical Thinking

• Problem Solving

• Effective Communication

• Stakeholder Management

• Decision Making Under Pressure

• Collaboration Across Technical Teams

• Ownership & Accountability

EDUCATION

• Any Degree

EXPERIENCE

• 6 - 9 years in NOC/Command Center

Shift Details

• Ready to work in Rotational Shift (24*7 support model)