Sr Engineer - Customer Service Operations (Customer Service Operations) - B2201_2

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Date: 1 Feb 2024

Location: Hyderabad, India

Company: Tata Communications

Purpose - Broad objective of the role

NOC Engineer - Hyderabad

Broad outline of the Role

NOC Engineer, To be part of NOC Operations 24X7 shifts and responsible for Fault Management and Complaints/Performance Management.

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Minimum qualification & experience

  • Graduate with 4-6 Years of experience in NOC /TAC Operations. 

Other knowledge/skills

  • Demonstration of problem-solving skills
  • Prior experience of providing customer service support in fast paced, high availability, 24X7 environments.
  • Maintain awareness of latest technologies in the domain
  • Any domain knowledge on EIN (Enterprise IN) /SIP call flows/STP and SMSC (A2P SMSC)

    Good knowledge on OS - Linux /IBM/DELL Servers handling

    Good Knowledge on Shell scripting and REDIS and SQL databases.

    Knowledge on Virtual server technology (Oracle OVM) will be having advantage.

    Understanding of IP Routing/MPLS and Traffic Engineering, QOS.

    Should be able to work independently, must be fast learner and need to have customer focus.

    Knowledge on SIP/ISUP/MAP/SMPP call flows and storages –Analyzing the PCAP traces.

Key Responsibilities

  • Taking ownership of customer issues reported, solving their problems through by providing resolution.
  • Researching, diagnosing, troubleshooting, identifying solutions to resolve system/application issues.
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Ensure SLA are achieved and work proactively to maintain the same.
  • Should be part of 24X7 NOC Operations and responsible for fault monitoring /Complaints resolution along with Operations support.

    Monitor the SMS/NW success rate regularly and actions to be initiated for Performance Improvement

    Regular follow up with Operators/NW elements for network issues and its timely resolution.

    Handling customer issues and extend support to field/SOC/NGN teams for end to end resolution.

    Responsible for day to day New Configuration requests and troubleshooting of Provisioning Failures

    Traffic Engineering/Forecasting and Bench mark KPI's to be maintained

    Hands-on work experience on EMS/NMS & troubleshooting to be done

    Day to day KPI reports to be published along with Health checks.

    Preventive maintenance /Backups to be carried out as per Schedules.

    Support in Internal and External Audits and good knowledge on Process- ISMS/ISO/BCMS

    Need to work with All Other Operators Personnel for day to day Issues and new Integrations.

    Need to perform new features testing as on when required

Technical Competencies

Any domain knowledge on EIN (Enterprise IN) /SIP call flows/STP and SMSC (A2P SMSC)

Good knowledge on OS - Linux /IBM/DELL Servers handling

Good Knowledge on Shell scripting and REDIS and SQL databases.

Knowledge on Virtual server technology (Oracle OVM) will be having advantage.

Understanding of IP Routing/MPLS and Traffic Engineering, QOS.

Should be able to work independently, must be fast learner and need to have customer focus.

Knowledge on SIP/ISUP/MAP/SMPP call flows and storages –Analyzing the PCAP traces.

Knowledge / Skills

Communication Skills


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