Senior NOC Engineer

Location

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