Senior Engineer - NOC

Job Summary:

Grey Orange seeking a talented and motivated engineers to be part of our world class Customer Assistance Cell operations. As a Senior NOC Engineer you will be part of the Client Service team of Grey Orange and are responsible to Provide Incident Management, Problem Management and Data analysis as per decided SOPs and to ensure ticketing process compliance.

Responsibilities:

• Responsible for providing NOC support, software support, and customer support to internal and/or external clients with a focus on technical background and customer service experience.
• Identifies patterns and devises ideas to improve customer support ecosystem, leveraging basic Linux commands and troubleshooting skills.
• Manages customer service complaint management, organization of call centre coordination, and collaboration with stakeholder departments.
• Should follow the standard pre-decided SOP to resolve and close level 0/1 issues on the first call.
• Should capture all necessary data and specific details when transferring a ticket for L1/L2 support.
• Coordinates with technical support team to ensure seamless customer service complaint management and engagement with branches.
• Should ensure TAT is met as per committed SLAs.
• Should support CAC manager in ensuring least possible breakdown issues/tickets are being transferred
• to L2.
• Should ensure requisite internal/external escalation basis priority, severity and expected/elapsed resolution time.
• Should prepare and deliver regular productivity and performance reports to all clients as per decided schedule basis AMC.
• Should ensure all relevant site specific documentation is captured and maintained in a systematic manner across all clients.
• Should support CAC manager in developing frameworks to predict potential failures based on past issues.
• Should Monitor proactive alerts in dashboard and ensure that the same is timely communicated and resolved through L1/L2 engineers.

Qualifications:

• Any Graduate Engineer with 3-5 yrs experience as NOC engineer at reputed B2B support / NOC team / Telecom
• Good analytical Problem solving skills
• Basic understanding of Linux, Microsoft OS communication protocols
• Excellent oral and written communication skills in English
• Past experience in client service will be an advantage
• CCNA/ITIL Certification will be an advantage