Monitor CPaaS systems, APIs, and platform components (SMS, Voice, Email, etc.) using monitoring tools.
Identify and respond to platform anomalies, incidents, and performance degradations in real time.
Perform L1/L2 troubleshooting and escalate to appropriate teams based on defined SOPs and SLAs.
Work closely with DevOps, Engineering, and Product teams to ensure incident resolution and root cause analysis.
Maintain and update incident and change management records.
Participate in on-call rotations and shift-based 24/7 support coverage.
Perform routine system health checks, failover testing, and patch verifications.
Develop and maintain runbooks, SOPs, and knowledge base for recurring issues.
Collaborate with telecom carriers and external partners for issue resolution and monitoring.
Track and ensure compliance with SLAs, KPIs, and availability targe

Preferred candidate profile

Bachelor's degree in Computer Science, Information Technology, or equivalent.
1-5 years of experience in NOC, systems operations, or a technical support environment. Familiarity with telecom or CPaaS technologies (SMPP, SIP, WebRTC, APIs).
Proficient in Linux/Unix environments and basic scripting (e.g., Bash, Python).
Experience with cloud platforms (AWS, GCP, Azure) is a strong plus.
Strong knowledge of networking fundamentals (TCP/IP, DNS, load balancing, routing). Understanding of monitoring and alerting tools (Grafana, Zabbix, Datadog, PagerDuty).
Excellent communication and documentation skills.

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