NOC ENGINEER

Job Description

Provide end-to end support for telecom services, from ticket creation to issue resolution. Support and manage commercial voice services, including Hosted PBX, SIP Trunking, PRI Toll-Free Services, Long Distance, and Audio Conferencing. Utilize Cisco Unified Communications Manager (CUCM), CCNA Voice, and CCNP Voicek nowledge for troubleshooting and issue resolution. Troubleshoot various VoIP call issues, such as ASR, ACD, PDD, Dead Air, DTMF, codemismatches, One-Way Audio, Voice Quality, DID, and Toll-Free issues. Monitor and manage alarms across network entities including routers, switches, NGN network,Soft Switches, Media Gateways, SBCs, and Tx Equipment. Perform proactive network monitoring and troubleshooting of Dialogic NGN, Sansay, anAcme/Oracle SBCs, Cisco ONS, and other telecom equipment. Work closely with vendors and carriers on T1/T3 TDM circuits, conducting headto head testing on transport layers. Investigate and resolve fraud-related issues and conduct fraud analysis as necessary. Provide escalation support for other teams by analysing SIP/SS7 traces, CDRs, and raw switch traces to resolve complex call issues. Regularly update customers on the status of tickets, ensuring timely resolution and maintaining agreed SLAs. Conduct regular follow-ups with vendors and ensure that any network-related issues are addressed promptly. Troubleshoot and resolve issues related to VoIP phone features, such as answering rules, music on hold, and other platform-specific features. Assist with troubleshooting TollFree and Calling Card issues, providing resolutions based on network architecture. Maintain a proactive approach to network monitoring and ensure that all service disruptions are minimized. Should be ready for 24/7 work environment.