Job Objective:
To deliver exceptional first-level client support, resolve incidents promptly, and proactively identify issues through ongoing monitoring while overseeing planned engineering projects. Aim to become the trusted advocate for clients, driving high satisfaction and fostering an outstanding client experience.
Reporting directly to the NOC Team Leader, this role entails overseeing operational workflows, managing team performance, and ensuring alignment with organizational objectives. The position involves collaborating closely with senior management to implement best practices, address escalations, and maintain service-level agreements. Additionally, the incumbent will be responsible for fostering a culture of accountability, continuous improvement, and adherence to security protocols within the team.
Oversee a comprehensive range of duties and responsibilities, ensuring alignment with organizational objectives and operational standards. Develop and implement strategic initiatives to enhance efficiency, productivity, and performance across designated areas. Manage and coordinate cross-functional teams, fostering collaboration and accountability to achieve established goals. Monitor progress through key performance indicators, providing data-driven insights to inform decision-making and continuous improvement. Maintain compliance with regulatory requirements, industry best practices, and internal policies to mitigate risks and uphold organizational integrity. Serve as a liaison between senior leadership and operational teams, facilitating transparent communication and alignment on strategic priorities.
Interface with clients to address inquiries regarding service assurance and delivery, ensuring consistently high levels of satisfaction.
Actively oversee alarm management systems to identify events, and take ownership of trouble tickets to ensure incidents are resolved successfully.
You will collaborate with vendors to address and resolve any issues that arise. This role requires consistent communication and coordination with external partners to ensure timely resolution of incidents.
Offer comprehensive incident management assistance by diagnosing and resolving technical issues at the first point of contact.
Guarantee that every service ticket within the NetSuite system is closed with accurate and complete data.
Provide support for scheduled engineering activities, such as conducting service impact assessments and coordinating client notifications.
Assess service-related concerns, issues, and challenges, then promptly escalate them to the Technical Assistance Center (TAC) and senior management for resolution and further action.
Maintain precise documentation while supporting auditing processes and data purification tasks as needed.
Provide as-needed support to Field Engineers by executing tasks such as installation, patching, troubleshooting, testing, and inventory management.
Prepare ad hoc reports as required to support decision-making processes and operational needs.
Provide support to other departments and execute diverse projects as assigned.
Minimum requirements include a bachelor’s degree in a relevant discipline or equivalent professional experience. Candidates should possess at least three years of direct experience in the specified field, with a proven track record of delivering measurable results. Strong analytical, problem-solving, and communication skills are essential, along with proficiency in industry-standard tools and technologies. Familiarity with regulatory compliance and best practices is also required. The ability to work collaboratively in a team environment while managing multiple priorities is a must.
A bachelor’s degree in either Engineering or Information Technology is required for this position.
Professional certifications such as CCNA, INDIA, ITIL, and MEF are required for this role.
Seeking a candidate with a proven track record of relevant work experience and a strong set of applicable skills. The ideal applicant will possess expertise cultivated through hands-on practice in their field, along with the technical and interpersonal competencies required to excel in the role. Proficiency in key tools, methodologies, and problem-solving techniques is essential, as is the ability to adapt to dynamic work environments and collaborate effectively with teams.
Internship experience in a relevant field, preferably within the telecommunications sector, is highly desirable.
Proficient in multiple transport technology platforms, including SDH, DWDM, and OTN, as well as data technologies such as BGP, Ethernet, and IP/MPLS.
Proficiency with monitoring solutions such as PRTG, NHS, OMS, Cacti, or similar platforms is required.
Proficient in conveying information clearly and articulately through both written correspondence and verbal exchanges.
Outstanding interpersonal and communication abilities, characterized by active listening, the capacity to synthesize information, and the skill to deliver key insights to clients in a clear and concise manner.
Attributes
Integrity and unwavering honesty, coupled with stringent ethical standards, are fundamental to our organizational values. Candidates must demonstrate a steadfast commitment to transparency and moral principles in all professional interactions.
Client-focused, with a strong ability to cultivate and sustain meaningful professional relationships.
Boundless energy, deep enthusiasm, and adaptability are essential traits for this role. The ideal candidate will bring a vibrant commitment to their work while demonstrating the ability to adjust seamlessly to evolving demands and priorities.
Personal excellence, precision, and meticulousness are essential attributes for this role. A strong commitment to delivering high-quality work, coupled with a keen eye for detail, ensures that all tasks are completed with the utmost accuracy. This position demands a dedication to maintaining high standards in every aspect of the job, from initial planning to final execution. Candidates should demonstrate a consistent ability to produce error-free results and uphold rigorous quality benchmarks.
Dedicated to producing outstanding outcomes by leveraging collective effort, synergy, and strategic collaboration with colleagues and partners.
Able to effectively prioritize tasks and resolve issues in a dynamic, high-pressure setting.
Demonstrated proficiency in analytical reasoning and adeptness at gathering, organizing, and deriving meaningful insights from diverse data sources.
Open to fulfilling a rotating 24-hour shift schedule that encompasses overnight, weekend, and public holiday assignments, as well as availability for on-call duty when necessary.
Qualifications
BA/BSc/HND , Professional Certificate
