Senior Engineer - NOC

As a Senior NOC Engineer at Grey Orange, you will be an integral part of the Client Service team. Your primary responsibility will be to provide Incident Management, Problem Management, and Data analysis following the defined SOPs while ensuring ticketing process compliance. **Responsibilities:** - Provide NOC support, software support, and customer support with a strong focus on technical expertise and customer service experience. - Identify patterns and propose ideas to enhance the customer support ecosystem by utilizing basic Linux commands and troubleshooting skills. - Manage customer service complaint handling, organize call center coordination, and collaborate with various stakeholder departments. - Adhere to the standard SOP to resolve and close level 0/1 issues during the initial call. - Gather all essential data and specific details when escalating a ticket for L1/L2 support. - Collaborate with the technical support team to ensure smooth management of customer service complaints and engagement with branches. - Ensure compliance with committed SLAs and meet the TAT expectations. - Assist the CAC manager in minimizing the transfer of breakdown issues/tickets to L2. - Handle internal/external escalations based on priority, severity, and expected/elapsed resolution time. - Prepare and deliver regular productivity and performance reports to clients according to the agreed schedule. - Maintain all pertinent site-specific documentation systematically across all clients. - Support the CAC manager in developing frameworks to predict potential failures based on historical issues. - Monitor proactive alerts on the dashboard and facilitate timely communication and resolution through L1/L2 engineers. **Requirements:** - Any Graduate Engineer with 3-5 years of experience as a NOC engineer in a reputable B2B support/NOC team/Telecom environment. - Possess good analytical and problem-solving skills. - Have a basic understanding of Linux, Microsoft OS, and communication protocols. - Exhibit excellent oral and written communication skills in English. - Previous experience in client service would be advantageous. - Holding a CCNA/ITIL Certification will be beneficial.,