Senior NOC Engineer

Zeta Technologies, Islamabad                                                                            Qualification:

• Degree in Computer Science, Information Technology, Engineering or equivalent from accredited University.
• Certification in Linux administration.

Experience:

• Minimum 3 + years 24/7 NOC and Customer handling experience in IT, ISP or Telecom Operations.
• Strong operational experience on Jira Service Desk & Zabbix and/or other ticketing and NMS platforms.
• Protocol analysis and troubleshooting hands on skills using protocol analyzers such as Wireshark.
• Knowledge of Telecommunications protocols such as SS7 / Diameter/SMPP/HTTP will be considered as an asset  

Jobs Description: 

• Respond to Customer’s requests and inquiries. Real-time monitoring on the Network Monitoring System (NMS).
• Compilation of data on respective alarms prior escalating such alarms as per severities with the relevant teams. Preliminary investigation, classification, and acknowledgement of NMS alarms as per SOP.
• Initial alarms trouble shooting (logs, traces, CDRs), alarm verifications, impact analysis and next actions.
• Logging of Tickets on the Ticketing System. Updating of the Ticketing System with the latest progress on all tickets, following internal SOPs based on Industrial Standards.
• Mastering the current in-house developed applications and platforms to be able to provide immediate responses to platform related clients’ queries and Preliminary investigation, classification, and acknowledgement to the respective clients, of all opened tickets as per SOP.
• Initial support ticket trouble shooting (logs, traces, CDRs), ticket verifications, impact analysis and next actions. Escalating Tickets to relevant teams at 2nd Line.
• Follow up on Opened Tickets Internally as per SLAs till resolution. Updating Customers with progress as per SLAs.
• Tickets Reports and Analysis on Daily, Weekly and Monthly basis. Handling and assistance in the execution of Change Requests including scheduling, process flow ownership, customer communication and execution