Senior Engineer-Network Projects

1. Position Details Position: Proxy L1 Engineer Level: L1 – Operations / Network Security Department: Network Operations Centre (NOC) Work Location: NOC / Customer Premises Reporting To: L2 / L3 Engineer or NOC Team Lead 2. Role Purpose The Proxy L1 Engineer will be responsible for 24×7 monitoring, first-level troubleshooting, incident handling, and operational support for proxy infrastructure and associated network/security services. The engineer will monitor alerts, perform initial analysis, follow SOPs/runbooks, coordinate with relevant teams, and ensure incidents are resolved within defined SLA timelines. 3. Key Responsibilities A. Monitoring & Operations - Monitor proxy servers, services, dashboards, and alerts on a 24×7 basis.

• Monitor proxy availability, CPU, memory, disk utilisation, and service health.
• Identify service degradation, connectivity issues, and abnormal traffic patterns.
• Perform health checks as per defined operational procedures.
• Maintain shift-wise monitoring and handover reports.

B. Incident Management - Create and update incidents in ServiceNow/BMC or the designated ITSM tool .

• Perform first-level troubleshooting based on approved SOPs and troubleshooting guides.
• Categorise and prioritise incidents correctly.
• Ensure timely acknowledgement and updates as per SLA.
• Escalate unresolved incidents to L2/L3 teams within the defined escalation matrix.
• Follow up with resolver teams until service restoration and closure.

C. Proxy Troubleshooting - Perform basic troubleshooting of proxy connectivity and service-related issues.

• Validate proxy service/process status.
• Check server reachability and network connectivity.
• Validate DNS, routing, port connectivity, and basic firewall-related parameters where applicable.
• Analyse basic logs and error messages.
• Perform approved service restart/recovery activities as per SOP.
• Validate service restoration after corrective actions.

D. Change & Request Support - Execute approved L1 operational activities as per Change Management procedures.

• Support proxy configuration changes under L2/L3 supervision.
• Follow proper approval and rollback procedures.
• Update change records with implementation and validation details.

E. Coordination & Escalation - Coordinate with Network, Security, Server, Firewall, Application, ISP and OEM teams.

• Escalate issues with complete troubleshooting details, logs, timestamps, and observations.
• Participate in bridge calls and war-room activities for critical incidents.
• Maintain effective communication with stakeholders during major incidents.

F. Documentation & Reporting - Maintain daily shift reports and incident trackers.

• Prepare operational MIS and SLA reports.
• Maintain incident, escalation, and handover records.
• Ensure SOPs and troubleshooting documents are followed and updated when required.
• Maintain knowledge-base articles for frequently occurring issues.

4. Technical Skills - Basic understanding of Proxy Servers and Internet Gateway architecture .

• Basic knowledge of HTTP/HTTPS and proxy concepts.
• Basic TCP/IP networking knowledge.
• Understanding of DNS, DHCP, routing, VLAN and network connectivity.
• Basic Linux/Windows server troubleshooting.
• Basic understanding of firewall and security concepts.
• Ability to analyse system/application/proxy logs.
• Basic knowledge of monitoring and ITSM tools.
• Familiarity with ServiceNow/BMC or equivalent ticketing platforms.
• Basic command-line troubleshooting skills.

5. Operational Skills - 24×7 shift operations and rotational shift readiness.

• Good incident ownership and follow-up skills.
• Ability to work within SLA timelines.
• Proper escalation and stakeholder communication.
• Good documentation and reporting skills.
• Ability to work under pressure during critical incidents.
• Strong adherence to SOP, security policy and change-management procedures.