t a n l a
people and things
NOC Engineer
Chennai / Hyderabad
Position summary: The Operations Support Engineer will be responsible for monitoring and reacting to monitoring alerts and resolving all service-related issues. All customer-facing and internal platform elements, including mobile operator connections, will be required to be monitored to maintain service levels in line with customer SLAs and KPIs
You'll be responsible for ?
  • Platform monitoring and troubleshooting issues or Trouble tickets.
  • First line diagnostics for faults and appropriate escalation.
  • To ensure maximum possible service availability and performance of the platforms.
  • Completion of shift routine duties/check list before end of the shift.
  • Handle phone and email customer queries promptly and accurately, with good relationship building.
  • Support to be provided for Change & Problem management process.
  • To provide support services for Engineering and other technical teams
  • Adherence to process compliance
  • Resolving and closing tickets
  • Participate in a 24X7 call out rotation
  • Handle Platform Incidents and escalate to the Team lead on SLA violations.
  • 24X7 Email and Phone support.
  • You will be responsible in doing Platform incident analysis, debug, find the root cause and escalate to the next level team for resolution and provide the RCA to the customer in coordination with Team lead.
The position must have the following competencies:
  • Problem Solving & Analysis.
  • Action oriented
  • Applied Learning
  • Strong Communication
  • Building trust
  • Decision making / problem solving
  • Delegating Responsibility
  • Customer / client focus
  • Follow-up on Platform level incidents with respective Internal stakeholders.
  • Initiatives
  • Planning & Organizing
  • Managing Stress levels at critical times
  • Technical / professional knowledge
  • Team Player
What youd have?
  • B.E/B. Tech/MCA with Good Communication Skills
  • 2 - 5 year of experience in NOC. Preferably for Telecom/VAS services background.
  • Candidate should have excellent written and verbal communication skills
  • Candidate must be organized, detail oriented, personable and can prioritize tasks
  • Ability to work in a team.
  • Knowledge on Linux OS and MySQL database commands.
  • Working experience on ITIL/ITSM framework and certification in any level in ITIL.
  • Prior working experience on ticketing tool (Freshdesk, Jira) and monitoring tools like Nagios, SolarWinds, Cacti.
  • Prior work experience in monitoring and troubleshooting cloud environment incidents (Azure cloud, AWS cloud) is an added advantage
Why join us?
We thought you'd never ask! We offer all the usual stuff: competitive salary, flexible working hours, challenging product culture but the real perks are:
  • Challenging and fun work environment solving meaningful real-life business problems - you'll never have a boring day at the office.
  • World-class team who love solving tough problems and have a bias for action. Tanla is an equal opportunity employer.
  • We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.