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iBASIS - NOC Lead - Ticketing System

iBASISHyderabad

6 days ago

Job description

Job description 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. :

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 behaviour 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 taking actions to reduce it

Youll Bring 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 a 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 the Telecom Industry ( Core / STP / NGN) / Telephony / VoIP Network Operations is desired

Proven ability for learning technology by means of industry-recognised 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 the ability to troubleshoot problems by following procedures, work under pressure and respond quickly in a crisis-centred, business-critical environment; the ideal candidate should enjoy working on a problem and seeing it to resolution

Experience working with and understanding 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 of 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 relationships with team members and be an excellent team player

Must be mature in working approach and be able to 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

(ref : hirist.tech)

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