Job Description

Key Responsibilities: Alerts appropriate parties of network problems and works diligently to resolve them. Includes setup, maintaining and verifying user access to the network, and diagnosing user software and hardware issues. Documents all emails and phone calls incoming to the NOC (Network Operations Center). Utilizes support from technical experts within the organization and third parties, as required, to resolve a problem. Keep track of tasks upon successful resolution, according to company policies for incident management. Perform proper triage of the incidents. Provide timely response to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams. Collect and review performance reports for various systems, and report trends in hardware and application performance to assist senior technical personnel to predict future issues or outages. Monitor a wide variety of information and network systems that include, but are not limited to telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems, and core applications. Performing day-to-day support activities and tickets related to CPaaS services on 24x7 rotating shift. Knowledge, Skills & Experience: Essential Skills: Debugging and isolation skill for e2e services Strong analytical skills and Fluent in English (verbal & written). Operating System (Intermediate to Advanced user of Linux) Databases (Basic understanding, ability to read and understand schemes and some queries) Web Technology (General understanding of web servers operating principles) Intermediate networking experience, TCP/IP Programming (basic experience with any language) Intermediate Incident Management (experience with at least one Jira, Service Now, etc.) Intermediate to advanced monitoring: SolarWinds, Nagios, Zabbix. Good to Have: Basics of CPaaS Services: Messaging (A2P), OTTs, RCS, Connectors etc LPI Linux Essentials & LPIC-1 AWS Certifications Visualization and monitoring tools like- Prometheus. Grafana, Proven ability/experience working in a multi-layered international matrix organization having people with different cultural backgrounds. Substantial experience in operating 7 x 24 high-availability IT infrastructure in a highly transactional environment Experience: 2-5 years of experience in working in support or service operations center (SOC) for CPaaS services (messaging, voice and OTTs)