About the Role:
This is an experienced and highly technical position that provides trouble analysis and resolution to iBASIS global customers and network as part of the operation of a 24x7x365 Network Operations Center (NOC) in Hyderabad, India. The successful NOC Shift Lead will lead a team of front-line technical staff who monitor and troubleshoot issues within iBASIS global VOIP and Mobile networks and associated services. Responsibilities:
Provide technical, operational and management guidance for a team of network controllers and front-line technical staff. Actions include recruiting, hiring, managing, scheduling, mentoring and training a diverse technical staff of NOC engineers.
Additional responsibilities include:
- Leading staff responsible for acting on customer trouble reports, generating trouble tickets and performing follow-ups with customers, by tracking activity and productivity through KPI report monitoring
- Overseeing 24x7x365 NOC Floor Operations schedule and troubleshoot the network alarms using industry standard monitoring tools
- Managing the day-to-day NOC Floor Operations and ensuring proper shift handover is happening within the rotational shifts
- Responding to customer inquiries and issues by recording details of events in the Remedy ticketing system, keeping the customer up-to-date on problem resolution
- Ensuring all Faults / Abnormal Behavior in the networks are tracked through Trouble Ticket / Fault Ticket, assigned to the Right Person at Right Time and resolved within SLA / OLA
- Providing leadership and management across 3 shifts of coverage, where employees will:
- Monitor network performance and its component systems
- Lead efforts to reconfigure and restore network equipment
- Review network problems through real time monitoring; initiate repair work and reconfigurations
- Communicating technical concepts and define projects and maintenance efforts in written as well as verbal presentation formats; coordinate large number of activities and assignments.
- Creating tickets using Remedy for the symptoms and affected network elements per defined procedures
- Organizing, documenting troubleshooting processes into standard operating procedures and be a point of contact for escalations
- Working closely with customers, vendors and peers to gather information, report progress and close tickets per defined procedures
- Opening up Bridges during any Calamity / Critical Issues in the network and sending Incidence Communication to all relevant stakeholders
- Ensuring all Tickets are closed with proper and realistic closure code within agreed timeline
- Responsible for flashing timely Incidence Update Message / Mail to all relevant stakeholders
- Assigning each new NOC Engineer a mentor to ensure they receive guidance and training on a personal level
- Coordinating contingency plan implementation activities for the NOC
- Ensuring all on-duty NOC Engineers on properly trained and equipped to perform their roles
- Monitoring the MTTR trend and owning actions to reduce it
Youll Bring:
Educational Background:
- Ideal candidate holds a BE / B. Technology degree in CSE / ECE / EE / IT with equivalent Telecom Industry work experience; MSc/MA is a plus
- CCNA / CCNP Certifications and other related certifications are plus
Experience and Industry Background:
iBASIS India Pvt Ltd, 6th Floor, The Prestige Phoenix, Uma Nagar, Begumpet, Hyderabad, 500016
- 8+ years of experience in a Network Operations Center (NOC), Call Center (CC), Support Center (SC), ISP and Networking Company
- Preferred work experience in Telecom Industry ( Core / STP / NGN) /Telephony/VoIP Network Operations is desired
- Proven ability for learning technology by means of industry recognized certifications like Cisco CCNA, CVOICE (VoIP) certifications or related discipline strongly preferred
- Thorough Understanding of IP and PSTN network concepts and components such as T1, DS3, IP addresses, routers, switches, LAN and WAN and 2G, 3G, 4G and 5G cellular networks
- Must possess ability to troubleshoot problems by following procedures, work under pressure and respond quickly in a crisis-centered, business-critical environment; the ideal candidate should enjoy working on a problem and seeing it to resolution
- Experience working with and understanding using web based applications and tools
- Understanding of network access and troubleshooting tools such as Telnet, FTP, Ping and trace route
- Knowledge of SS7 / SIGTRAN and VOIP (SIP and H323) call control protocol, IP routing protocols (OSPF, BGP) desired
- Knowledge Cisco Gateways, Gatekeepers, Routers, switches and other VoIP products like Ribbon SBCs
- Working experience with Windows and Unix working experience and understanding file system and structure desired and Remedy ticketing system is desired
- ITIL V4 Foundation certification will be a plus
Soft Skills / Competencies:
- Excellent verbal and written English communication skills are a must
- Good people, customer and vendor management skills, and one who embraces a collaborative approach to solving problems
- Extremely focused and attentive to details when under pressure
- Ability to approach problem solving both analytically and intuitively
- Ability to build good relationship with team members and be an excellent team player
- Must be mature in working approach and be able enforce process discipline when and where appropriate
- Must have experience working with a variety of MIS applications including MS Excel / MS Word / MS Outlook and MS Teams, and related productivity tools
- Must have recent experience in managing NOC Floor Operations for a 24x7x365 Shift Operation
- Must be flexible to work in any working hour as needed and is comfortable with a 24x7x365 Environment
- When required, must be flexible to rotate between different shifts and be willing to work additional shifts, sometimes on very short notice
