Job Title: NOC Engineer (Network Operations Center Engineer)

Location: Pune (On-site)

Experience: 1 to 5 years

Notice Period: Immediate Joiners Preferred

Shift: Rotational Shifts (US Business Hours, Night Shifts Included)

Salary Range: 3 to 5.5 LPA (Based on Experience and Interview Performance)

Eligibility: Only Male Candidates

Roles & Responsibilities:

TAC Team Responsibilities:

• Interact with US-based enterprise clients/customers to provide high-quality support for Voice over Internet Protocol (VOIP) services.
• Configure and troubleshoot SIP Trunking customers in SBC, including DID and Pilot number configuration.
• Deploy, configure, and troubleshoot VoIP infrastructure such as IP-PBX systems, gateways, session border controllers (SBCs), and soft switches.
• Configure voicemail accounts, auto attendants, call flows, call queues, translation rules, dial plans, and call routing.
• Diagnose and troubleshoot Netsapiens & Cisco BroadWorks/BroadSoft Unified Communications (UC) issues.
• Provide support for VoIP devices including Polycom, Yealink, Grandstream, Cisco ATA, and Adtran routers.
• Troubleshoot and resolve issues related to voice quality, call routing, and system performance.
• Resolve issues related to Hosted PBX, on-premises IP telephony platforms, Unified Communications solutions, Unified Contact Center Enterprise, MS Teams direct routing, and cloud solutions.
• Block unauthorized IP addresses on backend servers and handle DoS-related issues using NOM and Fail2Ban alerts.
• Troubleshoot Softphone, Toll-free numbers, DID, PSTN & Analog lines, SD-WAN, and Firewall issues.
• Resolve VOIP-related issues including SIP, RTP, QoS, COS, and codec-related concerns.
• Manage escalations and collaborate with Onsite Engineering or Solution Architects while maintaining ticket ownership.
• Monitor and block fraudulent/suspicious calls and compromised users/extensions.
• Troubleshoot issues related to IP circuits, Ethernet circuits, Broadband, and SD-WAN downtimes.
• Provide enterprise-level technical support to all customers.
• Backup Adtran routers through CLI.
• Collaborate with third-party vendors and carriers to troubleshoot network, routing, and hardware faults.
• Monitor and test A-Z destinations based on parameters like PDD, ASR, ACD, FAS, and voice quality, while providing escalation support when required.
• Conduct network troubleshooting and performance analysis to optimize network performance and minimize downtime.
• Address client queries and technical concerns via phone and other communication channels.
• Utilize ticketing tools to log, track, and resolve customer issues efficiently.
• Ensure accurate documentation of customer interactions and issue resolutions.
• Prioritize and manage multiple support tickets while ensuring compliance with SLAs.

Network TAC Lead Responsibilities:

• Provide escalated support for critical enterprise customer issues.
• Mentor, oversee, and train team members to enhance their technical skills.
• Coordinate with CS/Product/Engineering teams for resolving escalated customer support issues.
• Collaborate with internal departments to expedite the resolution of critical cases.
• Participate in an on-call rotation for after-hours and weekend coverage.
• Document identified faults and contribute to the knowledge base for product support.
• Take ownership of incident management to ensure minimal business impact and timely resolution.
• Lead and manage a team of support professionals to achieve performance goals.
• Conduct regular team meetings and training sessions to enhance technical expertise.

Required Skills & Qualifications:

• Strong knowledge of VoIP technologies including SIP Trunking, Hosted PBX, Unified Communications, and SIP/RTP troubleshooting.
• Experience in configuring and troubleshooting SBCs, IP-PBX, soft switches, call routing, and dial plans.
• Hands-on experience with Cisco BroadWorks/BroadSoft, Netsapiens, and related UC solutions.
• Familiarity with VoIP hardware such as Polycom, Yealink, Grandstream, Cisco ATA, and Adtran routers.
• Strong networking knowledge, including SD-WAN, firewalls, QoS, and network security.
• Experience in monitoring and analyzing call parameters such as ASR, ACD, and PDD.
• Proficiency in CLI for router backups and network troubleshooting.
• Excellent communication skills and ability to interact with enterprise-level clients.
• Ability to work in rotational shifts, including night shifts aligned with US business hours.
• Strong analytical and problem-solving skills to diagnose and resolve complex technical issues.