Job Objective:
To deliver exceptional first-line support to clients, troubleshoot incidents, proactively monitor systems to detect issues, and oversee planned engineering activities. Strive to be recognized as the trusted advocate for clients by maintaining high satisfaction levels and delivering outstanding client experiences.
Reporting to the NOC Team Leader, this role involves overseeing network operations and ensuring the seamless functioning of critical systems. The position requires close collaboration with the leadership team to maintain high availability, monitor performance metrics, and address any operational challenges promptly. Responsibilities include managing a team of technicians, coordinating incident response efforts, and implementing process improvements to enhance overall efficiency. Strong leadership, technical expertise, and the ability to drive operational excellence are essential for success in this role.
Oversee and execute a range of critical duties and responsibilities integral to the role, ensuring alignment with organizational objectives. Perform tasks with precision, including the management of key projects, coordination of cross-functional teams, and adherence to established policies and procedures. Maintain accountability for delivering high-quality results while fostering collaboration and innovation within the team. Address challenges proactively, leveraging problem-solving skills to optimize processes and enhance operational efficiency. Ensure compliance with industry standards and regulatory requirements, while contributing to continuous improvement initiatives.
Interface with clients to address inquiries related to service assurance and service delivery, ensuring consistently high levels of client satisfaction.
Diligently oversee alarm management systems to promptly identify events, then initiate, oversee, and resolve trouble tickets to ensure successful incident handling.
Liaise with vendors to address and resolve any operational issues that may arise.
Deliver expert incident management assistance by swiftly identifying, diagnosing, and resolving first-level technical incidents to restore normal operations promptly.
Verify that every service ticket within NetSuite is closed with accurate and complete information.
Provide support for scheduled engineering activities, which encompass analyzing potential service disruptions and coordinating client notifications.
Analyze service-related concerns, issues, and challenges, then promptly escalate them to the Technical Assistance Center (TAC) and relevant management for resolution.
Maintain precise documentation, support audit processes, and perform data cleaning duties as necessary.
Provide support to Field Engineers as needed, including tasks such as installation, patching, troubleshooting, testing, and inventory management.
We provide support in developing custom reports upon request to meet specific analytical needs.
Provide support to other departments and undertake diverse projects as assigned.
Minimum requirements include a bachelor’s degree or equivalent experience in a related field, along with at least three years of professional experience in a relevant role. Strong analytical and problem-solving skills are essential, as well as excellent communication and interpersonal abilities. Proficiency in industry-standard software and tools is required, and familiarity with project management methodologies is preferred. Candidates must demonstrate a commitment to continuous learning and adaptability in a fast-paced environment.
A bachelor’s degree in Engineering or Information Technology is required for this role.
Required certifications include industry-recognized credentials such as CCNA or INDIA, ITIL, and MEF to validate technical expertise and operational knowledge.
We seek candidates with a proven track record in the relevant field, demonstrating expertise through hands-on experience and specialized skills. Ideal applicants will possess a minimum of [X] years of practical experience, complemented by a strong foundation in [specific skills or areas, e.g., project management, data analysis, or technical proficiency]. Additionally, proficiency in [specific tools, software, or methodologies] is essential, along with the ability to adapt to evolving industry standards and challenges. Strong problem-solving abilities, attention to detail, and a commitment to continuous learning are highly valued traits for this role.
Internship experience in a telecommunications-related field is highly advantageous.
Professional candidates should possess foundational expertise in transport technology platforms, including SDH, DWDM, and OTN, as well as data networking frameworks such as BGP, Ethernet, and IP/MPLS.
Possesses foundational experience with monitoring tools including PRTG, NHS, OMS, Cacti, and similar platforms.
Demonstrates exceptional proficiency in both written and oral communication, ensuring clarity and precision in all professional interactions.
Outstanding interpersonal and communication skills are essential, with a strong ability to actively listen, distill complex information into key points, and convey those insights clearly and concisely to clients.
Attributes
Integrity, coupled with unwavering honesty and a steadfast commitment to high ethical standards, serves as the foundation for all professional conduct.
Client-focused and skilled at cultivating strong professional relationships, this role emphasizes a commitment to understanding and addressing client needs with a proactive and attentive approach. The ideal candidate will excel at building trust, maintaining open communication, and fostering long-term partnerships to drive mutual success. Strong interpersonal abilities and a customer-centric mindset are essential to thriving in this position.
Boundless enthusiasm, a strong commitment, and adaptability are essential qualities for this role. The ideal candidate will demonstrate a deep passion for the work and the ability to adjust seamlessly to evolving demands and challenges.
Professional excellence demands unwavering accuracy and meticulous attention to detail.
Collaborative professionals thrive in environments where success stems from collective effort and strong alliances. By fostering partnerships and uniting diverse strengths, they consistently deliver impactful results.
Proven capability to prioritize tasks effectively and deliver solutions under demanding circumstances with efficiency and timeliness is essential. Possesses strong problem-solving skills to navigate dynamic situations while maintaining high performance standards and meeting deadlines.
Demonstrated proficiency in analyzing complex datasets and synthesizing information from diverse origins is essential. Additionally, candidates must possess the capacity to discern patterns and extract meaningful insights from disparate data streams.
Open to performing work across all shifts, including overnight, weekend, and holiday rotations, as well as fulfilling on-call obligations as circumstances demand.
Qualifications
BA/BSc/HND , Professional Certificate
