NOC Engineer L1

3 weeks ago

Hyderabad, India iBASIS Full time

About Us:


We are the leading communication solutions provider enabling operators and digital players worldwide to perform and transform. Powered by Tofane Global, we have become the first independent international communications specialist, ranking as the third largest global wholesale voice operator and a Top 3 Mobile Signaling and Data solutions vendor. iBASIS offers a full portfolio of innovative mobile data, messaging and roaming solutions in the fastest-growing segments of global telecommunications - IP and mobile, with 700+ connected destinations. Goal is to be in the global top-3 of IPX players, driven by the growth in LTE roaming. We provide end-to-end Global Access for Things™ connectivity solution; simplifying IoT device connection through one unified platform for seamless, remote, programmable, and secure communication.


Why Us:


Since the integration of the Altice Europe N.V. international voice carrier business in France, Portugal, and the Dominican Republic, iBASIS serves 1,000+ customers, across 18 offices worldwide. This gives an inspiring international working environment with interesting colleagues from different cultural backgrounds who live and work around the globe. In our company you will have the opportunity to work in a start-up environment with unique, easy to sell, innovative products, within a performance driven, respectful and a can-do atmosphere. Earning well in a responsible job, with room to grow and to develop within our organization


Overview:

This key role participates as part of team in the operation of a 24x7x365 Customer Service Desk (CSD) and Network Operations Center (NOC) team for iBASIS’ worldwide voice communication and data network, stationed in Hyderabad, India.


Roles and Responsibilities:


Junior/L1 NOC Engineer works in the iBASIS Network Operations Center (NOC) as first-level support for all customer and provider issue resolution. This interaction can range from opening, following-up and closing trouble tickets, to acting as a liaison between customers/providers and our NOC Engineering team, to working and resolving network problems and to performing end-to-end testing with customers. Additional responsibilities include:


  • Must be willing to work in any shift in a 24x7x365 work environment
  • Responsible for Alarm Monitoring and Proactive action on any network related issues
  • Ensuring proper Shift Handover with all required documentation
  • Responsible for maintaining the Trouble-Ticketing system that will track the fault resolution process from its initial detection to its final correction
  • Monitoring network surveillance and quality alarms, recording problems by creating tickets using Remedy and take appropriate actions as per guidelines and standard operating procedures, which may include making test calls both manually and using automated system
  • Working closely with other iBasis global network support resources, assessing problems, gathering and analysing information presented, and resolving issues following established procedures and processes
  • Escalating and communicating issues requiring additional expertise from higher level support resources, as well as NOC management and other iBasis departments
  • Interacting with Network suppliers, opening tickets and performing follow up with external organizations on iBasis related issues
  • Should be able to Effectively handles customer / vendor calls and e-mail, answers questions within agreed time frame and routes issues to the appropriate group, where required  Ensure that all relevant stakeholders have been properly communicated during the major incidents, Calamity and critical situation
  • Responsible for generating reports and circulation of reports to all relevant stakeholders, in correct formant and within the agreed timeline
  • Support performing all preventive and corrective maintenance for Network services where applicable
  • Coordination and follow up with all Vendor / Partner / Customer and other relevant stakeholders, in case of any Incidence and follow up till closure
  • Ability to work overtime in the event of a major outage / Calamity / Emergency Situation.
  • Gathering additional technical and troubleshooting information from customers and providers in the pursuit of resolving network problems, outages and other customer-specific issues
  • Preparing Root Cause Analysis (RCA) for any critical / major outages / problems
  • The Employee shall follow all iBasis stated processes, policies, procedures and guidelines
  • Continuous monitoring of ASR, ACD, ABR and NER and taking improvement initiative
  • Identifying Chronic Issues in the network and taking initiative for resolution


Desired Candidate Profile


Educational Background:


  • UG: B. Tech / B.E in Electrical Engineering/ Electronic and Communication/ Electrical and Instrumentation Engineering / Network Technology / IT / Computer Science and Engineering
  • CCNA Certification will have an added advantage


Experience and Industry Background:


  • 1 to 3 Years in NOC / Telco Network Environment (IP Network NOC / Telecom NOC (Core Network / Packet Core Profile / STP) Knowledge of IP protocols such as OSPF, BGP, EIGRP, RIP preferred
  • In hand experience in Telecom / ISP Voice and Signaling Database administration and troubleshooting
  • Strong in MS Office (Excel, Power Point, etc.)


Soft Skills / Competencies:

  • Extremely focused, attention to details, able to perform individually or in team under pressure
  • Analytic, Intuitive able to take initiatives for resolving issues on hand
  • Should be an Excellent team player
  • Excellent Verbal and Written English Communication Skills
  • Mature in working approach; process discipline
  • Analytical problem solver and very attentive to details
  • Superior demonstrated customer service skills preferred
  • Desire and motivation to learn and advance to increased skill levels and take on additional responsibilities
  • Flexible to work in any working hour and ok with 24x7x365 Environment

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