Development Group, Inc.

Network Operations

• The NOC Engineer is responsible for monitoring our client’s infrastructure and responding to incidents and outage situations.
• Analyze problems, perform troubleshooting and incident response, communicate with clients, and drive all problems to resolution.
• Work as part of the Cloud and Managed Service team and in close partnership with the Project team.
• Respond to network incidents reported via DGI’s network monitoring platform and restore service in an efficient and timely fashion.
• Provide direct support to DGI customers to resolve technical issues reported by customers via phone or email escalations.
• Provide succinct communication on restoration steps and record these within DGI’s ticketing system (Autotask).
• Produce accurate Troubleshooting Guides in accordance with documentation standards to support DGI’s Knowledge Management program.
• Provide regular status updates to customers regarding open tickets in accordance with DGI’s company policies.
• Provide recommendations to customers and the DGI leadership team to improve the stability of any infrastructure components within the Managed Services Portfolio.
• Perform standard moves, adds, and changes (MACD’s) within the Cisco collaboration ecosystem.