Job Objective:
Delivering exceptional first-level client support by resolving incidents, conducting proactive monitoring to identify issues, and overseeing planned engineering activities. Aim to be recognized as the client’s trusted advocate, ensuring consistently high satisfaction and an outstanding client experience.
Reporting to the NOC Team Leader, this role involves overseeing operational activities and ensuring alignment with team objectives. The position requires close collaboration with leadership to maintain service excellence and address escalated issues efficiently. Key responsibilities include monitoring system performance, coordinating incident response, and providing guidance to team members to uphold network reliability and security standards.
Oversee and execute a comprehensive range of critical duties and responsibilities integral to the role, ensuring alignment with organizational objectives and operational excellence. Assume accountability for performing essential tasks, including but not limited to strategic planning, project management, and cross-functional collaboration to drive productivity and achieve measurable outcomes. Maintain adherence to established policies, procedures, and industry standards while fostering a culture of accountability, innovation, and continuous improvement. Regularly assess performance metrics to identify opportunities for optimization, mitigate risks, and sustain high standards of service delivery. Serve as a key liaison between departments, stakeholders, and leadership to facilitate seamless communication, alignment, and execution of initiatives.
Interface with clients to address service assurance and delivery inquiries, consistently delivering high levels of client satisfaction.
We diligently oversee alarm management systems to detect any events, establish, oversee, and maintain trouble tickets until incidents are fully resolved.
Engage collaboratively with suppliers to address and resolve incidents, ensuring timely communication and accurate documentation throughout the resolution process.
Offer expert-level incident management support by addressing and resolving technical incidents at the first point of contact.
Ensure all service tickets in NetSuite are closed with accurate and complete data.
Provide support for scheduled engineering projects, conducting impact assessments on services and coordinating client notifications.
Identify any service-related concerns, issues, or challenges, and promptly escalate them to the Technical Assistance Center (TAC) and upper management for resolution.
Maintain precise documentation, support auditing processes, and perform data cleaning tasks as needed.
Provide support to Field Engineers as needed, including tasks such as installation, patching, troubleshooting, testing, and inventory management.
Prepare ad hoc reports as required to support data analysis and decision-making processes.
Provide support to other departments by participating in diverse projects as needed.
A bachelor’s degree in a relevant field is essential. Prior experience in a similar role is required, typically with at least three years of professional practice. Strong written and verbal communication skills are necessary. Proficiency in industry-standard software and tools is also expected. Knowledge of applicable regulations and compliance standards is imperative. Ability to manage multiple priorities and meet deadlines is crucial. Effective problem-solving and analytical skills are required. Teamwork and collaboration abilities are essential for success in this position.
A Bachelor’s degree in Engineering or Information Technology is required.
Professional credentials such as Cisco Certified Network Associate (CCNA), Juniper Networks Certified Associate (INDIA), Information Technology Infrastructure Library (ITIL) Foundation certification, and MEF Carrier Ethernet certifications are required.
Seeking candidates with a proven track record and the requisite competencies to excel in the role. Proficiency in pertinent tools and methodologies is essential, while familiarity with industry-specific regulations is highly advantageous. Strong analytical abilities, meticulous attention to detail, and exceptional communication skills are mandatory for success in this position. The ideal applicant will demonstrate adaptability in dynamic environments and a commitment to continuous professional development.
Professional experience in an internship capacity, particularly within the telecommunications sector, is strongly preferred.
Possesses foundational understanding of diverse technology platforms within transport (SDH, DWM, OTN) and data (BGP, Ethernet, IP/MPLS) environments.
Individuals should possess foundational experience with monitoring solutions such as PRTG, NHS, OMS, Cacti, and similar platforms.
Effective written and oral communication skills are essential, ensuring clear and professional interactions in all aspects of the role.
Exceptional interpersonal and communication skills are essential, with a particular emphasis on active listening, the ability to distill complex information into its most critical components, and the proficiency to convey key insights clearly and concisely to clients.
Attributes
Integrity, coupled with unwavering honesty, is essential, as is a steadfast commitment to the highest ethical standards throughout all professional interactions.
Demonstrates a strong commitment to client satisfaction and excels in fostering meaningful professional relationships.
Seeking a dynamic, highly motivated, and adaptable individual who demonstrates boundless enthusiasm and a strong commitment to flexibility in a fast-paced environment. The ideal candidate will bring a fervent passion to their work while remaining open to evolving challenges and shifting priorities. Essential traits include resilience, a proactive mindset, and the ability to thrive in dynamic settings with minimal supervision.
Personal excellence, precision, and meticulous focus are essential qualities for this role. The ideal candidate must demonstrate a strong commitment to maintaining high standards of work quality and ensuring flawless execution of responsibilities. Accuracy in all tasks is paramount, as is the ability to consistently deliver precise and error-free results.
Dedicated to producing outstanding outcomes, you will thrive in dynamic team environments and forge strong partnerships to drive collective success. Through unified efforts and shared commitment, you will consistently accomplish impactful results that contribute to the organization’s overarching goals.
Ability to effectively prioritize tasks and resolve issues under tight deadlines in a dynamic setting is required.
Demonstrated proficiency in analyzing complex information and synthesizing insights from disparate data sources.
Open to working flexible shifts encompassing overnight, weekend, and public holiday assignments, as well as on-call duties when necessary.
Qualifications
BA/BSc/HND , Professional Certificate
