Network Operations Center Engineer III

Summary 

We are looking to hire a NOC Engineer as a member of NOC Team which is 24/7 part of Technology Operations Organization focused on monitoring Telesign internal and external  systems, troubleshooting issues, resolving or escalating them. The NOC Team works closely with other TeleSign teams such as Tech Ops, Software Development, and Tech Support and employs a customer-centric oriented approach to improve the quality of the service that Telesign provides. 

Key responsibilities  

• Member of 24x7 Network operations team working on rotating shift basis 
• First -level technical support for Telesign’s servers & network. 
• Monitoring, troubleshooting and alert handling related to TeleSign’s servers and networks data centers worldwide 
• Support traffic moves based on technical, business and operational response drivers 
• Collect and analyze forensic information related to issues, alerts or customer escalations.  Fix issues and/or escalate to on-call staff 
• Respond to solve alerts where possible and escalate when needed and Insure ownership is correctly assigned 
• Execute monthly Linux patching procedures 
• Diagnose technical problems using internal tools, database queries and log file analysis and identify solutions for recurring issue 
• Monitor and improve our systems and perform data analysis 
• Suggest and improve system monitoring and self-healing processes 
• Personally resolve issues where possible and escalate issues to internal teams or external suppliers if required 
• Successfully handle multiple priorities in work with customers 
• Collaborate with technical peers in order to improve efficiency and satisfaction of customer support 
• Ensure customers are satisfied with the effectiveness and efficiency of the support they receive 

Essential Requirements 

• Ability to work in shifts (24/7 shift schedule). 
• Fluent in English, verbal and written 
• Advance knowledge of: Linux (such as working from the CLI), SQL (including analysis of data stored in databases) and networking (TCP/IP, HTTP and other common Internet protocols) 
• 2-5 years of relevant experience 
• Strong customer and service orientation 
• Very strong analytical and problem-solving skills 
• High attention to detail 
• Ability to work well under pressure and be able to work both independently and as part of a team 
• Self-organized and proactive approach with excellent communication skills 
• Successfully handle multiple priorities and ability to handle stressful situations

Preferred Qualifications 

• Working understanding of any of basic technical concepts of REST API, Java, PHP, Ruby, C#, Python … 
• Familiarity with Atlassian tools (JIRA, Status Page), ”Kibana”, ”Grafana”, “Confluence” - will be treated as advantage 
• Telecom and Messaging experience (CPaaS, SMS, Voice, telecom data, Carrier ecosystem) 
• IT related certifications a plus.