NOC Tier 2 WEB

2 weeks ago

Belgrade, Central Serbia ENI-ONE LTD Full time 25,000 - 75,000 per year

We are seeking a highly motivated and technically skilled
NOC Tier 2 Technical Support Engineer
for our
online web product
, to join our 24/7 operations team. This role is responsible for advanced incident troubleshooting, infrastructure/online web monitoring, escalation handling, and root cause analysis across critical systems and services mostly in the online/web world.

You would be asked to actively monitor complex infrastructures, detect live issues in game sessions, investigate anomalies, and work alongside our DevOps, R&D, and Engineering teams to resolve incidents quickly and efficiently.

The Tier 2 engineer acts as a bridge between frontline support (Tier 1) and engineering/development teams, ensuring service uptime, reliability, and rapid issue resolution.

Key Responsibilities:

  • Monitor infrastructure,
    online web
    platforms, and services via dashboards, alerts, and logs (e.g., Grafana, Kibana, NewRelic, Sentry).
  • Investigate escalated incidents from Tier 1; perform deep-dive analysis and resolution.
  • Manage and triage issues in ticketing systems (Jira, slack, zoho, etc.).
  • Identify and escalate recurring problems to Tier 3 or Engineering teams with structured root cause documentation.
  • Participate in post-mortems, incident retrospectives, and contribute to runbooks/playbooks.
  • Work collaboratively with DevOps, R&D, and Product Engineering teams to resolve complex issues.
  • Handle Jira bug creation and escalation workflows according to standard operating procedures.
  • Assist with deployment validations, performance checks, and system audits.
  • Maintain awareness of service health, SLAs, and security posture in real time.
  • Provide mentorship and knowledge sharing to Tier 1 analysts.

Required Qualifications:

  • 2–4 years of experience as an online/web NOC, or online product Technical Support environment.
  • Basic understanding of web fundamentals, chrome developer tools & DNS management.
  • Hands-on experience with monitoring tools (e.g., Grafana, Zabbix, Datadog, New Relic, Sentry).
  • Solid grasp of incident management, escalation practices, and technical troubleshooting methodologies.
  • Ability to write and follow technical documentation, SOPs, and escalation workflows.
  • Familiarity with message queues, APIs, logs, and containerized services (Docker/K8s) is a plus.
  • Excellent communication and collaboration skills — ability to act calmly and decisively in pressure scenarios.

Nice-to-Have Skills:

  • Scripting experience (Python, Bash, etc.)
  • Knowledge of CI/CD workflows and observability tooling
  • Prior experience working in high-availability environments

Shift & Availability:

Rotating shifts including weekends, evenings, and holidays as part of 24/7 coverage.

On-call support rotation may be required depending on operational needs.

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