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Job Summary

Job Overview 

We are looking for a NOC / Fault Management Engineer to join our 24×7 Managed Services Operations team. The role involves monitoring telecom applications and infrastructure, performing health checks, troubleshooting incidents, managing alarms, and ensuring high availability of customer environments. 

The ideal candidate should have a strong foundation in Linux/Unix, networking, application monitoring, troubleshooting, and telecom systems, along with good communication skills and the ability to work effectively under pressure. 

Experience 

• 2–4 years – Candidates with up to 4 years of relevant Telecom / IT Operations experience may apply. 

Key Responsibilities 

• Monitor Optiva applications, infrastructure, nodes, and services in a 24×7 NOC environment. 

• Perform scheduled and ad-hoc application, system, and infrastructure health checks. 

• Monitor alarms, incidents, system performance, and service availability. 

• Perform first-level troubleshooting, incident analysis, and fault isolation. 

• Identify recurring issues and escalate complex problems to relevant L2/L3 technical teams. 

• Handle customer-reported incidents and provide timely technical updates. 

• Support software releases, application upgrades, configuration changes, and node expansion activities. 

• Participate in planned maintenance, emergency support, and outage restoration activities. 

• Ensure adherence to SLA, operational procedures, escalation matrix, and incident management processes. 

• Coordinate with application, database, infrastructure, cloud, and customer teams for advanced troubleshooting. 

• Maintain operational documentation, troubleshooting guides, SOPs, and knowledge articles. 

• Perform preventive checks and identify potential issues before they impact customer services. 

• Support activities related to high availability, service continuity, and zero/minimal downtime. 

• Maintain accurate incident records, shift handovers, and operational reports. 

• Participate in 24×7 shift operations, including night shifts, weekends, and public holidays. 

Technical Skills 

Mandatory / Preferred 

• Good understanding of Linux / Unix operating systems. 

• Basic knowledge of TCP/IP, networking, DNS, HTTP/HTTPS, SSH, and connectivity troubleshooting. 

• Understanding of application and infrastructure monitoring concepts. 

• Basic knowledge of shell scripting; Perl/Python knowledge will be an advantage. 

• Familiarity with application servers and log analysis. 

• Understanding of databases and basic SQL will be an advantage. 

• Exposure to GCP or other cloud platforms is preferred. 

• Knowledge of telecom protocols and systems such as GSM, GPRS, charging, and telecom networks will be an advantage. 

• Knowledge of Optiva / Converged Billing / Charging systems will be an added advantage. 

Incident & Fault Management 

• Monitor and respond to system alarms and operational alerts. 

• Analyze application and system logs to identify the root cause of issues. 

• Perform incident triage based on impact, severity, and priority. 

• Troubleshoot service degradation, application failures, connectivity issues, and node-level problems. 

• Follow defined escalation procedures and ensure timely engagement of L2/L3 teams. 

• Track incidents through to resolution and ensure proper documentation. 

• Participate in Major Incident / Emergency Support activities when required. 

• Identify recurring incidents and contribute to problem management and preventive actions. 

Customer & Stakeholder Management 

• Act as a technical point of contact for customers during operational incidents. 

• Communicate incident status, impact, troubleshooting progress, and resolution updates clearly. 

• Work closely with internal technical teams and customers to resolve production issues. 

• Maintain professional and effective communication during critical incidents and service outages. 

Education & Eligibility 

• Bachelor's degree in Computer Science, Information Technology, Electronics & Telecommunication (E&TC) or equivalent. 

• BCA / MCA candidates may also apply. 

• Freshers or candidates with up to 2 years of experience in Telecom, NOC, Production Support, or IT Operations. 

• Candidates with relevant Linux, Cloud, Networking, or Telecom certifications will be preferred. 

Behavioral & Soft Skills 

• Strong analytical and problem-solving skills. 

• Good troubleshooting and logical thinking ability. 

• Good written and verbal communication skills in English. 

• Ability to work independently as well as within a global support team. 

• Ability to work under pressure during critical incidents and outages. 

• Strong ownership and willingness to learn new technologies. 

• Good teamwork, coordination, and escalation management skills. 

• Willingness to work in a 24×7 rotational shift environment. 

Shift Requirements 

This is a 24×7 NOC Operations role. The candidate must be willing to work: 

• Rotational shifts 

• Night shifts 

• Weekends 

• Public holidays 

• Emergency / on-call support when required 

Key Success Factors 

Success in this role will be measured through: 

• Timely detection and resolution of incidents. 

• SLA adherence and effective escalation. 

• Accurate monitoring and health-check activities. 

• Reduction of recurring operational issues. 

• Quality of incident documentation and shift handovers. 

• Effective customer and stakeholder communication. 

• Maintaining high application and service availability. 

Why Join Us? 

This role provides an opportunity to build strong expertise in Telecom Operations, Fault Management, OSS/BSS, Charging & Billing systems, Linux, Cloud, Networking, and Managed Services while working in a global 24×7 production environment.