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The NOC Engineer is responsible for 24x7 NMS, Ticket management & all communications with Global Telecom client NOCs and Messaging Business Units. Spanning the entire system.

  • 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
  • Follow-up with responsible departments for resolving escalated/pending alarms.
  • 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 inhouse developed applications and platforms to be able to provide immediate responses to platform related clients’ queries
  • 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
  • Assistance in technical operations, maintenance, clients’ installations, and upgrades 24x7 activities, such as but not limited to:
  • Assistance in UAT and migration
  • System Health Monitoring
  • Execution of minor / routine technical activates

  • Degree in Computer Science, Information Technology, Engineering or equivalent
  • Certification in Linux administration
  • Minimum 2-year 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 analysers such as Wireshark
  • Knowledge of Telecommunications protocols such as SS7/Diameter/SMPP/HTTP will be considered as an asset
  • High Proficiency in English (both written and verbal)
  • Ability to work in a fast-paced environment
  • Willing to learn new technologies
  • Able to adjust plans as necessary and provide alternative strategies to meet changing operational situations.
  • Able to work on his/her own initiative
  • Interpersonal skills
  • Must be able and willing to work shifts (basis of 8 hours per shift with 24x7 coverage Monday to Sunday inclusive of public holidays)

  • Ensure 99.9% uptime application
  • Escalating issues 24/7 until resolution is met

  • Corporate Office, I-9/3 Islamabad
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Deadline: 14-12-2023

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