NOC Tech Lead

Overview: This is an experienced and highly technical position that provides trouble analysis, escalation support, mentoring, and training to the iBasis Network Operations Center (NOC) team in support of the iBasis global VOIP and Mobile networks and associated services. The NOC Technical Lead is capable of independently testing, resolving, and closing out complex troubles to customer and network specifications, with minimal support and supervision.

Roles and Responsibilities: Provide technical, operational and management guidance for a team of network controllers and front line technical staff. Actions include recruiting, hiring, mentoring and training a diverse technical staff of NOC controllers. Additional responsibilities include:

• Working with internal and external customers and providers to resolve service and performance issues to meet MTTR and SLA requirements. • 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.

• Monitoring quality alarms, create tickets using Remedy and take appropriate actions as per guidelines.

• Monitoring and troubleshoot the network alarms using industry standard monitoring tools like SMARTS, and other iBasis specific tools. • Providing L3 Level support to the NOC Team

• Creating tickets using Remedy for the symptoms and affected network elements per defined procedures, including properly evaluating and categorizing tickets and recording all events in the Remedy ticketing system, with heightened attention to accuracy, details and timelines

• Troubleshooting network problems like PSTN or IP circuit outage, including making test calls both manually and using automated system, logging into devices, querying devices, finding information, and generating reports, per defined procedures and record the results.

• Troubleshooting on complex Transmission network technologies like SDWAN, SON etc.

• Coordinating and participating in making changes to the network as specified by Engineering and as per the agreed change management process

• Organizing and documenting troubleshooting processes into Standard Operating Procedures (SOPs).

• Working closely with customers/vendors to gather information, report progress and close tickets per defined procedures.

• Working closely with peers to obtain and provide assistance with network problems.

• Escalating problems to other groups and management as needed per defined criteria and procedures

• Root cause Analysis for repeated faults and suggesting required preventive / corrective actions

• Maintaining CAPA ( Corrective Actions and Preventive Actions) Document and circulating to all relevant stakeholders

• Ability to work overtime / during Off-Business hour in the event of a major outage / Calamity / Emergency Situation.

• Supporting NOC team in defining Proactive Actions on Network related issues

• Participating in short term/long term project for network health / KPI Improvement

• Organising knowledge sharing session for the NOC Team as and when required.

Desired Candidate Profile & Educational Background:

• B.E/B.Tech in CSE / ECE / EE / IT with equivalent Telecom Industry work experience.

• MSc/M.Tech is a plus Experience and Industry Background:

• 8-10 years of experience in a Network Operations Center (NOC) / IP Network NOC / Telecom Network ( Core / STP / NGN/OSP/Transmission) • Working experience with Telecom Industry/Telephony/VoIP Network Operations is desired

• Working experience with SMS, MAP, LTE, Data, and IOT signalling protocol and services.

• In-depth understanding of Telecom Protocols and technologies (i.e., SIP, H.248, SS7, ISUP, BICC, SIGTRAN, INAP, CAP, TCAP, MAP, SCCP, Diameter)

• Good understanding of Call flows in CS Core, VoLTE/ IMS

• Knowledge of wireless technology landscape, including Experience in LTE /4G 5G

• 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.

• Thorough understanding of 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-centered, business-critical environment; the ideal candidate should enjoy working on a problem and seeing it to resolution.

• Windows and Unix working experience and understanding file system and structure desired

• 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 IP routing protocols (OSPF, BGP) desired

• Knowledge Cisco Gateways, Gatekeepers, Routers, switches and other VoIP products like Ribbon SBCs

• Working experience with Remedy ticketing system is desired

Soft Skills / Competencies:

• Superior customer service skills is a must

• Excellent Verbal and Written English Communication Skills

• Mature in working approach; process discipline

• Analytical problem solver and very attentive to details

• Desire and motivation to learn and advance to increased skill levels and take on additional responsibilities

• Evening, Weekend, and Holiday scheduling availability is required

• Flexibility to rotate between different shifts and work additional shifts on short notice is required