NOC Support Specialist

ABOUT US

iBASIS is the leading communication solutions provider, enabling operators and digital players worldwide to perform and transform. We are an international team of high performers who continually achieve ambitious corporate goals together. As the third largest global wholesale voice operator and a Top 3 Mobile Signaling & Data solutions vendor, iBASIS offers a full portfolio of innovative mobile data, messaging and roaming solutions. International brands rely on the technology of iBASIS. We successfully work with major customers from all industries and process large A2P SMS volumes securely and reliably for them. We offer our messaging services to wholesale, enterprise, OTT and channel sales partners. Numbering is a relevant component of our offer and a key enabler of our solutions, as iBASIS Messaging sees itself as the last mile to the end user operator companies and as a bridge between the traffic owners and the end user networks.

WHY US :

Leveraging the 25 years of experience and presence of iBasis in the Telco market, with a wide portfolio of solutions and products, iBASIS serves 1,000+ customers across 18 offices worldwide. This gives an inspiring international working environment with interesting colleagues from different cultural backgrounds who live and work around the globe. In our company, you will have the opportunity to work in a start-up environment with unique, easy-to-sell, innovative products, within a performance-driven, respectful, and a can-do atmosphere. Earning well in a responsible job, with room to grow and to develop within our organization.

OVERVIEW :

This key role participates as part of 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.

ROLES AND RESPONSIBILITIES :

Junior / L1 NOC Engineer works in the iBASIS Network Operations Center (NOC) as first-level support for all customer and provider issue resolution. This interaction can range from opening, following-up and closing trouble tickets, to acting as a liaison between customers / providers and our NOC Engineering team, to working and resolving network problems and to performing end-to-end testing with customers. Additional responsibilities include :

• Must be willing to work in any shift in a 24x7x365 work environment
• Responsible for Alarm Monitoring and Proactive action on any network related issues
• Ensuring proper Shift Handover with all required documentation
• 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 take appropriate actions as per guidelines and standard operating procedures, which may include making test calls both manually and using 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
• 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 handles customer / vendor calls and e-mail, answers questions within agreed time frame and routes issues to the appropriate group, where required
• Ensure that all relevant stakeholders have been properly communicated during the major incidents, Calamity and critical situation
• Responsible for generating reports and circulation of reports to all relevant stakeholders, in correct formant and within the agreed timeline
• Support performing all preventive and corrective maintenance for Network services where applicable
• Coordination and follow up with all Vendor / Partner / Customer and other relevant stakeholders, in case of any Incidence 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
• 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
• Identifying Chronic Issues in the network and taking initiative for resolution

DESIRED CANDIDATE PROFILE

EDUCATIONAL BACKGROUND :

EXPERIENCE AND INDUSTRY BACKGROUND :

SOFT SKILLS / COMPETENCIES :

process discipline