Job Description

About Penbrothers Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client is a global leader in digital trust, PKI, and machine identity management, helping organizations manage and secure keys, certificates, and identities across cloud, containers, and enterprise environments. As digital ecosystems grow, we enable secure, scalable, and automated cryptographic operations.

About the Role

The NOC Engineer monitors Keyfactor hosted environments, performs alert triage, executes approved runbooks,

creates and routes tickets, and coordinates operational escalations. This role supports a dedicated operational layer

responsible for improving ownership, reducing duplicate effort, and ensuring alerts and incidents are addressed

quickly and consistently.

NOC Engineers are responsible for Tier 1 operational monitoring and incident coordination while partnering with

Support and Cloud Engineering. Support owns customer-facing ticket management and communications, Cloud

Engineering owns the platform, and the NOC owns operational awareness and coordination between the two.

What You'll Do

Monitoring and Alert Management

Monitors hosted environments, dashboards, service health indicators, and alerting systems.
Performs initial alert analysis to determine severity, customer impact, service impact, and escalation requirements.
Ensures alerts are acknowledged, documented, and routed according to established procedures.

Incident Triage and Classification

Performs first-level triage and classification of operational incidents.
Creates and maintains tickets with clear summaries, troubleshooting details, timelines, and escalation notes.
Coordinates with Support and Cloud Engineering when an issue requires customer communication, technical investigation, or specialized expertise.

Runbook Execution

Executes approved operational runbooks for low to moderate complexity issues.
Identifies when runbooks are incomplete, unclear, or unsuccessful and escalates accordingly.
Recommends updates to runbooks based on recurring alerts, handoff gaps, or operational lessons learned.

Maintenance Window Monitoring

Monitors hosted environments during scheduled maintenance windows.
Documents alerts, service changes, operational observations, and follow-up actions.
Coordinates with Support and Cloud Engineering on maintenance-related escalations or customer-impacting
observations.

Escalation Routing and Coordination

Routes operational issues to the appropriate team based on severity, ownership, and required expertise.
Coordinates operational incidents to reduce duplicate investigation efforts across Support and Cloud Engineering.
Maintains clear handoffs between shifts, teams, and escalation points.
Coordinates and communicates planned maintenance activities, service disruptions, and outage notifications to Support and customers to ensure timely awareness and effective incident response.

Operational Reporting

Contributes to operational KPI reporting, alert trends, incident trends, and recurring issue identification.
Supports visibility into NOC workload, alert volume, ticket routing, incident patterns, and runbook execution.
Identifies opportunities to improve alert quality, escalation clarity, and operational consistency.

What You Bring

Completion of a recognized two-year or four-year post-secondary education program required.
Strong English communication skills are required, including the ability to effectively participate in verbal discussions, document operational activities, and communicate technical information to both technical and non-technical audiences.
2 to 3 years of related experience in IT operations, cloud operations, infrastructure monitoring, technical support, or a similar role.
Working knowledge of cloud infrastructure, monitoring tools, alerting workflows, operating systems, and basic networking concepts.
Experience working with ticketing, case management, or customer relationship management tools such as Salesforce, Zendesk, or similar software.
Ability to execute documented procedures and identify when escalation is required.
Strong written and verbal communication skills with a professional demeanor.
Good attention to detail when documenting alerts, incidents, ticket updates, and handoff notes.
Ability to analyze operational data and identify trends or recurring issues.
Self-motivated with the ability to manage assigned work with some oversight.
Able to thrive in a fast-paced, deadline-driven environment.

Work Arrangement: Hybrid, 3X Onsite

Work Schedule: EMEA, US, PH