Overview:

This key role participates as part of team in the operation of a 24x7x365 Customer Service Desk (CSD) and Network Operations Center (NOC) team for iBASIS worldwide voice communication and data network, stationed in Hyderabad, India.

Roles and Responsibilities:

Senior/L2 NOC Engineer works in the iBASIS Network Operations Center (NOC) as first-level escalation and fault management support. This position focuses on gaining technical expertise as well as making decisions or recommendations for solutions which may impact the overall outcome of a situation or issue. Additionally, this resource should demonstrate the ability to work closely with clients/users to meet their requirements for service restoration and specific SLAs. This interaction can range from:
- Must be willing to work in any shift in a 24x7x365 work setting
- Responsible for maintaining the Trouble-Ticketing system that will track the fault resolution process from its initial detection to its final correction
- Monitoring network surveillance and quality alarms,



recording problems by creating tickets using Remedy and take appropriate actions as per guidelines and standard operating procedures, which may include making test calls both manually and using automated system
- Working closely with other iBasis global network support resources, assessing problems, gathering and analysing information presented, and resolving issues following established procedures and processes Responsible to handle all L2 Troubleshooting within agreed SLA
- Escalating and communicating issues requiring additional expertise from higher level support resources, as well as NOC management and other iBasis departments
- Interacting with Network suppliers, opening tickets and performing follow up with external organizations on iBasis related issues
- Should be able to Effectively handles customer / vendor calls and e-mail, answers questions within agreed time frame and routes issues to the appropriate group, where re

📌 NOC Engineer (Hyderabad)
🏢 IBASIS
📍 Hyderabad