NOC Senior Engineer L2

Role:

Work Experience:

Department:

Location:

About the Role:

This key role participates as part of the team in the operation of a 24x7x365 Customer Service Desk (CSD) and Network Operations Center (NOC) team for iBASIS’ worldwide voice communication and data network, stationed in Hyderabad, India.

Responsibilities:

Senior/L2 NOC Engineer works in the iBASIS Network Operations Center (NOC) as first-level escalation and fault management support. This position focuses on gaining technical expertise as well as making decisions or recommendations for solutions that may impact the overall outcome of a situation or issue. Additionally, this resource should demonstrate the ability to work closely with clients/users to meet their requirements for service restoration and specific SLAs. This interaction can range from:

• Must be willing to work in any shift in a 24x7x365 work environment. Responsible for maintaining the Trouble-Ticketing system that will track the fault resolution process from its initial detection to its final correction.
• Monitoring network surveillance and quality alarms, recording problems by creating tickets using Remedy and taking appropriate actions as per guidelines and standard operating procedures, which may include making test calls both manually and using the automated system.
• Working closely with other iBASIS global network support resources, assessing problems, gathering and analysing information presented, and resolving issues following established procedures and processes.
• Responsible for handling all L2 Troubleshooting within the agreed SLA.
• Escalating and communicating issues requiring additional expertise from higher level support resources, as well as NOC management and other iBASIS departments.
• Interacting with Network suppliers, opening tickets and performing follow up with external Organizations on iBASIS related issues.
• Should be able to effectively handle customer/vendor calls and e-mail, answers questions within the agreed time frame and route issues to the appropriate group, where required.
• Ensure that all relevant stakeholders have been properly informed during the major incidents, calamities, and critical situations.
• Responsible for generating reports and circulation of reports to all relevant stakeholders, in correct format and within the agreed timeline
• Support performing all preventive and corrective maintenance for Network services where applicable.
• Escalation and follow up with all Vendor / Partner / Customer and other relevant stakeholders, in case of any incident and follow up till closure.
• Ability to work overtime in the event of a major outage / Calamity, / Emergency Situation.
• Gathering additional technical and troubleshooting information from customers and providers in the pursuit of resolving network problems, outages and other customer-specific issues.
• Guiding L1 Team in Alarm Monitoring / Troubleshooting process.
• Preparing Root Cause Analysis (RCA) for any critical/major outages/problems.
• The Employee shall follow all iBASIS stated processes, policies, procedures and guidelines.
• Continuous monitoring of ASR, ACD, ABR and NER and taking improvement initiative.
• Troubleshooting skills on advanced network technologies like Transmission/IP techs Like SDWAN/MUX/Interconnects/Fiber interface.
• Identifying Chronic Issues in the network and taking initiative for resolution.

You’ll Bring:

Educational Background:

• UG: B. Tech / B.E in Electrical Engineering/ Electronic and Communication/ Electrical and Instrumentation Engineering / Network Technology / IT / Computer Science and Engineering.
• CCNA / CCNP Certification will have an added advantage.
• ITIL Certification will have a plus.

Experience and Industry Background:

• 4 to 6 Years in NOC / Telco Network Environment (IP/Transmission NOC / Telecom NOC (Core Network / Packet Core Profile / STP).
• Knowledge of IP protocols such as OSPF, BGP, EIGRP, RIP preferred In hand experience in Telecom / ISP Voice and Signaling Database administration and troubleshooting.
• Strong in MS Office (Excel, PowerPoint, etc.).

Soft Skills / Competencies:

• Extremely focused, attention to details, able to perform individually or in team under pressure.
• Analytic, Intuitive, able to take initiatives for resolving issues at hand.
• Should be an Excellent team player.
• Excellent Verbal and Written English Communication Skills.
• Mature in working approach, process discipline.
• Analytical problem solver and very attentive to details.
• Superior demonstrated customer service skills preferred.
• Desire and motivation to learn and advance to increased skill levels and take on additional responsibilities.
• Flexible to work in any working hour and ok with 24x7x35 Environment.