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Network Operations Engineer L1
2 months ago
About iBASIS:
iBASIS is a leading provider of communication solutions, enabling operators and digital players worldwide to perform and transform. Our company is powered by Tofane Global, ranking us as the third-largest global wholesale voice operator and a Top 3 Mobile Signaling and Data solutions vendor. We offer 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. Our goal is to be in the global top-3 of IPX players, driven by the growth in LTE roaming.
Why Work with Us:
iBASIS serves 1,000+ customers across 18 offices worldwide, offering an inspiring international working environment with interesting colleagues from different cultural backgrounds. Our company provides a performance-driven, respectful, and can-do atmosphere, where you can work in a start-up environment with unique, easy-to-sell, innovative products. You will have the opportunity to earn well in a responsible job, with room to grow and develop within our organization.
Job Summary:
This key role participates as part of a 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.
Key Responsibilities:
- Provide first-level support for all customer and provider issue resolution, interacting with customers and providers to resolve network problems.
- Act as a liaison between customers/providers and our NOC Engineering team, working and resolving network problems and performing end-to-end testing with customers.
- 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 tracks the fault resolution process from initial detection to final correction.
- Monitor network surveillance and quality alarms, recording problems by creating tickets using Remedy and taking appropriate actions as per guidelines and standard operating procedures.
- Work closely with other iBASIS global network support resources, assessing problems, gathering and analysing information presented, and resolving issues following established procedures and processes.
- Escalate and communicate issues requiring additional expertise from higher-level support resources, as well as NOC management and other iBASIS departments.
- Interact with Network suppliers, opening tickets and performing follow-up with external organizations on iBASIS-related issues.
- Generate reports and circulate reports to all relevant stakeholders in the correct format and within the agreed timeline.
- Support performing all preventive and corrective maintenance for Network services where applicable.
