Network Operation center Engineer

15 hours ago

Pune, Maharashtra, India Vlaunchu Full time
Job Title: NOC Engineer (Network Operations Center Engineer) Location: Pune (On-site) Experience: 1 to 5 years Notice Period: Immediate Joiners Preferred Shift: Rotational Shifts (US Business Hours, Night Shifts Included) Salary Range: 3 to 5.5 LPA (Based on Experience and Interview Performance)

Roles & Responsibilities: TAC Team Responsibilities:
  • Interact with US-based enterprise clients/customers to provide high-quality support for Voice over Internet Protocol (VOIP) services.
  • Configure and troubleshoot SIP Trunking customers in SBC, including DID and Pilot number configuration.
  • Deploy, configure, and troubleshoot VoIP infrastructure such as IP-PBX systems, gateways, session border controllers (SBCs), and soft switches.
  • Configure voicemail accounts, auto attendants, call flows, call queues, translation rules, dial plans, and call routing.
  • Diagnose and troubleshoot Netsapiens & Cisco BroadWorks/BroadSoft Unified Communications (UC) issues.
  • Provide support for VoIP devices including Polycom, Yealink, Grandstream, Cisco ATA, and Adtran routers.
  • Troubleshoot and resolve issues related to voice quality, call routing, and system performance.
  • Resolve issues related to Hosted PBX, on-premises IP telephony platforms, Unified Communications solutions, Unified Contact Center Enterprise, MS Teams direct routing, and cloud solutions.
  • Block unauthorized IP addresses on backend servers and handle DoS-related issues using NOM and Fail2Ban alerts.
  • Troubleshoot Softphone, Toll-free numbers, DID, PSTN & Analog lines, SD-WAN, and Firewall issues.
  • Resolve VOIP-related issues including SIP, RTP, QoS, COS, and codec-related concerns.
  • Manage escalations and collaborate with Onsite Engineering or Solution Architects while maintaining ticket ownership.
  • Monitor and block fraudulent/suspicious calls and compromised users/extensions.
  • Troubleshoot issues related to IP circuits, Ethernet circuits, Broadband, and SD-WAN downtimes.
  • Provide enterprise-level technical support to all customers.
  • Backup Adtran routers through CLI.
  • Collaborate with third-party vendors and carriers to troubleshoot network, routing, and hardware faults.
  • Monitor and test A-Z destinations based on parameters like PDD, ASR, ACD, FAS, and voice quality, while providing escalation support when required.
  • Conduct network troubleshooting and performance analysis to optimize network performance and minimize downtime.
  • Address client queries and technical concerns via phone and other communication channels.
  • Utilize ticketing tools to log, track, and resolve customer issues efficiently.
  • Ensure accurate documentation of customer interactions and issue resolutions.
  • Prioritize and manage multiple support tickets while ensuring compliance with SLAs.
Network TAC Lead Responsibilities:
  • Provide escalated support for critical enterprise customer issues.
  • Mentor, oversee, and train team members to enhance their technical skills.
  • Coordinate with CS/Product/Engineering teams for resolving escalated customer support issues.
  • Collaborate with internal departments to expedite the resolution of critical cases.
  • Participate in an on-call rotation for after-hours and weekend coverage.
  • Document identified faults and contribute to the knowledge base for product support.
  • Take ownership of incident management to ensure minimal business impact and timely resolution.
  • Lead and manage a team of support professionals to achieve performance goals.
  • Conduct regular team meetings and training sessions to enhance technical expertise.

Required Skills & Qualifications:
  • Strong knowledge of VoIP technologies including SIP Trunking, Hosted PBX, Unified Communications, and SIP/RTP troubleshooting.
  • Experience in configuring and troubleshooting SBCs, IP-PBX, soft switches, call routing, and dial plans.
  • Hands-on experience with Cisco BroadWorks/BroadSoft, Netsapiens, and related UC solutions.
  • Familiarity with VoIP hardware such as Polycom, Yealink, Grandstream, Cisco ATA, and Adtran routers.
  • Strong networking knowledge, including SD-WAN, firewalls, QoS, and network security.
  • Experience in monitoring and analyzing call parameters such as ASR, ACD, and PDD.
  • Proficiency in CLI for router backups and network troubleshooting.
  • Excellent communication skills and ability to interact with enterprise-level clients.
  • Ability to work in rotational shifts, including night shifts aligned with US business hours.
  • Strong analytical and problem-solving skills to diagnose and resolve complex technical issues.

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