SMS NOC Engineer

1 month ago

New Delhi, India Raza.com Full time

Role Summary:


The SMS NOC Engineer will be responsible for providing 24/7 operational support for SMS services, focusing on maintaining seamless connectivity, managing configurations, and ensuring optimal service uptime. This role is crucial for troubleshooting and resolving network issues related to SMS, ensuring that the organization meets its KPI commitments for service reliability and customer satisfaction. Success in this position requires strong technical expertise in SMS technologies, excellent problem-solving skills, and the ability to handle operational challenges under pressure.


What Success Looks Like:


Success in the SMS NOC Engineer role means consistently maintaining high service availability and quality across SMS channels. The successful candidate will:


Efficiently monitor and manage SMS operations, ensuring all alerts are promptly addressed and resolved.

Demonstrate the ability to prioritize and handle multiple tasks under pressure, such as troubleshooting network incidents and managing customer interactions.

Collaborate effectively with team members and other departments to implement improvements that enhance service performance and customer experience.

Show proactivity in identifying and suggesting process improvements, contributing to the overall efficiency and effectiveness of the SMS operations team.

How This Role Fits Into the Organization:


The SMS NOC Engineer is a key member of the SMS Network Operations team, directly supporting the organization's commitment to providing reliable messaging services. By maintaining the SMS infrastructure and supporting customer interactions, this role ensures seamless communication channels for clients and partners, which is vital for the company’s growth and reputation as a trusted messaging provider.


Responsibilities:


Manage SMS NOC Operations: Oversee day-to-day operations, including Customer/Vendor/Route/Rate Configuration Management, Trace Capturing, and Troubleshooting, to maintain consistent service availability.

Monitor System Health: Continuously monitor disk space, log files, application uptime, and capacity, taking proactive measures to prevent system issues.

Provide Client Support: Respond to customer inquiries via email or phone, offering timely and efficient solutions to maintain high levels of customer satisfaction.

Conduct Interconnection Testing: Coordinate and execute interconnection testing for new clients, ensuring compatibility and seamless integration into the system.

Network Incident Management: Prioritize and resolve network alarms and incidents to fulfill KPI commitments.

Perform Head-to-Head Testing: Engage in direct configuration and testing with clients, using various tools to verify reported events.

Identify and Implement Improvements: Recognize opportunities to improve processes, sponsoring system changes that enhance efficiency and overall service quality.

Produce Management Reports: Generate reports as required, providing valuable insights into NOC operations and performance.

Qualifications:


Educational Background: Bachelor’s degree in Computer Science, Computer Engineering, or a related field.

Technical Experience: Minimum of 2 years in VOIP technologies with proficiency in SIP, RTP, SMPP, and TCP/IP protocols. Familiarity with PCAP analysis is essential.

SMS Expertise: Strong understanding of A2P SMS technologies; experience with an A2P operator is advantageous.

Troubleshooting Skills: Excellent analytical and troubleshooting abilities to diagnose and resolve network issues swiftly.

Communication Skills: Exceptional verbal and written communication skills, with fluency in English.

Project Management Skills: Strong organizational and project management capabilities, with an ability to work well under pressure.

Interpersonal Skills: Ability to work collaboratively within a team and build positive relationships with internal and external stakeholders.

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