NOC Technical Lead (SME)

About the Company

We are the leading communication solutions provider enabling operators and digital players worldwide to perform and transform. Powered by Tofane Global, we have become the first independent international communications specialist, ranking as the third largest global wholesale voice operator and a Top 3 Mobile Signaling and Data solutions vendor.iBASIS offers a full portfolio of innovative mobile data, messaging and roaming solutions in the fastest-growing segments of global telecommunications - IP and mobile, with 700+ connected destinations. Goal is to be in the global top-3 of IPX players, driven by the growth in LTE roaming. We provide end-to-end Global Access for Things™ connectivity solution; simplifying IoT device connection through one unified platform for seamless, remote, programmable, and secure communication.

About the Role

Since the integration of the Altice Europe N.V. international voice carrier business in France, Portugal, and the Dominican Republic, 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.

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 TeamCreating tickets using Remedy for the symptoms and affected network elements per defined procedures, including properly evaluating and categorizing tickets and recording all events in theRemedy ticketing system, with heightened attention to accuracy, details and timelinesTroubleshooting 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.Educational Background:B.E/B.Tech in CSE / ECE / EE / IT with equivalent Telecom Industry work experience.MSc/M.Tech is a plus.

Qualifications

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 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 desiredExperience working with and understanding using web based applications and toolsUnderstanding 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 SBC’s.Working experience with Remedy ticketing system is desired.

Required Skills

Experience in telecommunications.Ability to work in a performance driven environment.Preferred Skills:Experience with IoT device connection.Familiarity with LTE roaming.Superior customer service skills is a mustExcellent Verbal and Written English Communication SkillsMature in working approach; process disciplineAnalytical problem solver and very attentive to detailsDesire and motivation to learn and advance to increased skill levels and take on additional responsibilitiesEvening, Weekend, and Holiday scheduling availability is requiredFlexibility to rotate between different shifts and work additional shifts on short notice is required