NOC Technician / Engineer

Role Summary

The NOC Technician/Engineer shall be responsible for 24x7 NMS, Ticket management & all communications with Global Telecom client NOCs and Messaging Business Units, spanning the entire Zeta solutions global footprint.

The candidate shall enjoy working in a highly dynamic, challenging yet rewarding environment.

Duties & Responsibilities

• Respond to Customer’s requests and inquiries
• Real-time monitoring on the Network Monitoring System (NMS)
• Compilation of data on respective alarms prior escalating such alarms as per severities with the relevant teams 
• Preliminary investigation, classification, and acknowledgement of NMS alarms as per SOP 
• Initial alarms trouble shooting (logs, traces, CDRs), alarm verifications, impact analysis and next actions
• Follow-up with responsible departments for resolving escalated/pending alarms
• Logging of Tickets on the Ticketing System
• Updating of the Ticketing System with the latest progress on all tickets, following internal SOPs based on Industrial Standards
• Mastering the current in-house developed applications and platforms to be able to provide immediate responses to platform related clients’ queries
• Preliminary investigation, classification, and acknowledgement to the respective clients, of all opened tickets as per SOP 
• Initial support ticket trouble shooting (logs, traces, CDRs), ticket verifications, impact analysis and next actions
• Escalating Tickets to relevant teams at 2nd Line 
• Follow up on Opened Tickets Internally as per SLAs till resolution 
• Updating Customers with progress as per SLAs 
• Tickets Reports and Analysis on Daily, Weekly and Monthly basis
• Handling and assistance in the execution of Change Requests including scheduling, process flow ownership, customer communication and execution
• Assistance in technical operations, maintenance, clients’ installations, and upgrades 24x7 activities, such as but not limited to
•  Assistance in UAT and migration
• System Health Monitoring
• Execution of minor / routine technical activates

Job Specifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering or equivalent from an accredited university
• Certification in Linux administration
• Minimum 1-year 24/7 NOC and Customer handling experience in IT, ISP or Telecom Operations 
• Strong operational experience on Jira Service Desk & Zabbix and/or other ticketing and NMS platforms
• Protocol analysis and troubleshooting hands on skills using protocol analyzers such as Wireshark
• Ability to work in a fast-paced environment  
• Proficiency in the English language both written and verbal 
• Able to adjust plans as necessary and provide alternative strategies to meet changing operational situations
• Able to work on his/her own initiative  
• Knowledge of Telecommunications protocols such as SS7/Diameter/SMPP/HTTP will be considered as an asset
• Willing to learn new technologies
• Interpersonal skills