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.
Responsibilities:
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 Behavior 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 main
📌 NOC - Shift Lead (Begumpet)
🏢 IBASIS
📍 Begumpet
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