To secure a position that enables the application of specialized skills and extensive experience in [industry/field] while contributing to organizational growth and innovation.
We deliver first-level client support, resolve incidents, and identify issues through proactive monitoring while managing scheduled engineering activities. Our goal is to act as the client’s trusted advocate, ensuring consistently high satisfaction and an exceptional client experience.
Reporting directly to the NOC Team Leader, this position holds key responsibilities for overseeing operational activities within the Network Operations Center. The incumbent will provide guidance, direction, and support to team members while ensuring adherence to established processes and procedures. Additionally, the role involves monitoring performance metrics, identifying areas for improvement, and implementing corrective actions to enhance overall efficiency and effectiveness. Collaboration with cross-functional teams and stakeholders is also expected to maintain seamless communication and alignment with organizational goals.
Oversee and execute a comprehensive range of duties and responsibilities to ensure operational excellence and team productivity. Facilitate the planning, coordination, and implementation of projects while maintaining adherence to established timelines and quality standards. Collaborate with cross-functional teams to align objectives, optimize processes, and resolve challenges proactively. Monitor performance metrics, identify areas for improvement, and implement strategic initiatives to enhance efficiency and output. Provide leadership and mentorship to team members, fostering a culture of accountability, innovation, and continuous development. Serve as a key liaison between departments, ensuring seamless communication and alignment with organizational goals. Uphold compliance with policies, regulations, and industry best practices to mitigate risks and maintain organizational integrity.
Interface with clients to address service assurance and delivery inquiries, ensuring consistently high levels of client satisfaction.
Diligently oversee alarm management systems to identify events, and establish, oversee, and manage trouble tickets to ensure incidents are resolved successfully.
Liaise with vendors to address and remedy incidents as they arise.
Offer incident management assistance by addressing and resolving all technical issues at the initial support tier through systematic troubleshooting and problem-solving techniques.
Verify that all service tickets in NetSuite are accurately closed with the appropriate data.
Provide support for scheduled engineering projects by conducting service impact assessments and coordinating client notifications.
Assess service-related concerns, problems, and challenges, then promptly escalate them to the Technical Assistance Center (TAC) and senior management for resolution.
Maintain precise documentation, support auditing processes, and perform data cleaning duties as needed.
Assist Field Engineers with various tasks as needed, including installation, patching, troubleshooting, testing, and inventory management.
Prepare ad hoc reports upon request to support decision-making processes and meet urgent analytical needs.
Provide support to other departments and undertake diverse projects as assigned.
Minimum qualifications include a Bachelor’s degree in a relevant field such as Computer Science, Engineering, or a related discipline, along with three to five years of professional experience in a comparable role. Proficiency in programming languages such as Python, Java, or C++ is essential, alongside strong problem-solving abilities and analytical skills. Familiarity with software development methodologies and tools, including Agile and version control systems, is required. Additionally, candidates must demonstrate excellent communication skills to collaborate effectively in a team environment and articulate technical concepts clearly.
A Bachelor’s degree in Engineering or Information Technology is required.
Professional certifications such as CCNA/INDIA, ITIL, and MEF are required for this role.
With a proven track record in the field, candidates should possess relevant professional experience and a robust skill set. Essential requirements include expertise in key areas, proficiency with industry-standard tools, and the ability to meet performance benchmarks. Responsibilities encompass executing tasks with precision, collaborating effectively within cross-functional teams, and maintaining adherence to established protocols. Strong analytical capabilities, adaptability, and a commitment to continuous improvement are highly valued.
Candidates with prior internship experience, ideally within the telecommunications sector, are strongly preferred.
Proficiency in multiple technology platforms relevant to transport (including SDH, DWDM, and OTN) and data networking (such as BGP, Ethernet, and IP/MPLS) is required.
Proficiency in diverse monitoring systems, such as PRTG, NHS, OMS, and Cacti, is essential.
Effective proficiency in both written and verbal communication is essential.
Excellent communication and interpersonal skills are essential, with a strong ability to actively listen, distill key details, and present them clearly and concisely to clients.
Attributes
Integrity, honesty, and unwavering ethical standards are fundamental prerequisites for this role.
Client-focused with a strong aptitude for cultivating and maintaining meaningful professional relationships, this role demands exceptional interpersonal skills to foster trust and collaboration with clients and stakeholders.
Boundless enthusiasm and unwavering passion are required, along with the ability to adapt seamlessly to evolving circumstances.
Demonstrating a commitment to excellence, precision, and meticulous attention to detail is essential.
Collaborative, with a strong emphasis on achieving results through effective teamwork and strategic partnerships.
Capable of effectively juggling numerous tasks while addressing challenges efficiently within a high-velocity operational setting.
Exceptional analytical capabilities coupled with proficiency in synthesizing and interpreting data derived from diverse sources are required.
Open to rotating shift schedules encompassing overnight, weekend, and holiday coverage, as well as on-call assignments when necessary.
Qualifications
BA/BSc/HND , Professional Certificate
