Senior NOC Engineer


Sofia, Bulgaria

Overall Job Purpose

It is an exciting time to join our growing Sofia office. This senior NOC role will be to cover our new 24/7 support facility and so will involve shifts.  You will be responsible for responding promptly to all customer fault feedbacks/queries and taking appropriate actions to follow up closely with customers till the trouble ticket is closed, therefore maintaining high-quality service standards for the company.  As this is a senior role, you will also mentor/guide more junior NOC engineers on your shifts.

Key Responsibilities

  • Executes network monitoring of all technologies and services;
  • Performs troubleshooting in case of incidents to resolve incidents with customer & or Network services
  • Manage incidents and customer request tickets in ticketing system from inception to conclusion
  • Derives customer impact lists in timely manner
  • Executes level 1 support for network and services; escalates to 2nd, 3rd line & or vendors when required and in line with Epsilon standard operation procedures
  • Supports Operations team during Network optimisation work or changes
  • Manages and controls first-level maintenance performance; leads where need to ensure successful conclusion
  • Provides support for the daily operation of computer, communication systems and networks, as well as technical support to users.
  • Responds promptly to all customer requests for resolving problems with computer, communication systems and networks.
  • Takes appropriate actions to follow up closely with customers till the problem is resolved.
  • Maintains high quality service standards for the Company.
  • Executes the work to ensure continuity of the business processes
  • Provides mentoring and or training to the junior members of the team
  • When needed represents Epsilon Operations in customer, vendors or intra-departmental engagements
  • Responsible for the effectiveness of all operational processes related to incident management, change management and problem management; this includes attentively tracking of work progress in ticketing system and preparation of Change Completion Forms.
Your accountabilities will be:
  • Provide leadership of the team when on Shift, including direction, training, decision making, escalation and or required engagement with customers, vendors or internal groups.
  • Respond to customer system fault feedbacks/queries.
  • Assist customers with testing and trouble-shooting faults, coordinating maintenance activities and facilities’ access, providing test results and network records etc.
  • Liaise with external vendors on complex issues and ensure closure with customers.
  • Monitor system alarms and take prompt actions to investigate the cause and maintain records of actions taken.
  • Monitor datacentre CCTVs regularly and report unusual activities immediately.
  • Monitor datacentre alarms regularly and report any system/power failures immediately.
  • Ensure clear/proper handover of outstanding jobs to staff on the next shift.

Job Requirements

  • Experience and demonstration of non-technical characteristics is important; work ethics, consultative attitude and behaviours, customer experienced focused, lead role.
  • Diploma in Electronic/Electrical Engineering, Computer Science or relevant discipline;
  • At least 3-5 years of experience in providing operational support in Telecommunications or related sector;
  • Experience in similar support and shift environment within telecommunications industry;
  • Fluent in English;
  • Being able to work part of a shift system that covers 24/7
  • Experience and understanding of all or some of the following systems/networks/technologies:
    • DWDM, optical layer, L2 and L3 networks and services based on MEF standards (ELINE, ELAN, E-TREE, IEEE 801.1Q, QinQ, MEN / CE Y.1731, GVRP, STP, ERPS).
    • Control switches, Media Gateways, SIP, MGCP/H.248, Voice Compression / Decompression, SIGTRAN (M2PA/M3UA), SS7 Signalling, Session Border Controllers (SBCs), VPN/IPSEC, Dynamic routing protocols BGP, OSPF.
Additional Requirements:
  • Self-management/decision making competence is essential
  • Multi-tasking skills; analytical
  • Fast learning of new technologies;
  • Strong communication skills; good communicator, can put across technical issues clearly (training of juniors)
  • Desire to solve issues;
  • Prioritizing the provision of excellent customer service;
  • Responsive
Values and personal characteristics:
  • Works cooperatively and effectively with others
  • Ability to resolve conflicts and coordinate multiple tasks with different numbers of affected parties;
  • Ability to identify and solve problems by identifying causes, gather and process relevant information, generate possible solutions, and make recommendations and/or solve the problem
  • Excellent communication skills.
  • Team player but very happy to work on own if needed