POSITION: SENIOR NOC ENGINEER

LOCATION: OFFICE BASED (JAKARTA)

The Senior NOC Engineer is responsible for 24x7 NMS, Ticket management & all communications with Global Telecom client NOCs and Messaging Business Units, spanning the entire HAUD Solutions global footprint.

Role and Responsibilities:

Respond to Customer’s requests and inquiries
Real-time monitoring on the Network Monitoring System (NMS)
Compilation of data on respective alarms prior escalating such alarms as per severities with the relevant teams
Preliminary investigation, classification, and acknowledgement of NMS alarms as per SOP
Initial alarms trouble shooting (logs, traces, CDRs), alarm verifications, impact analysis and next actions
Follow-up with responsible departments for resolving escalated/pending alarms.
Logging of Tickets on the Ticketing System
Updating of the Ticketing System with the latest progress on all tickets, following internal SOPs based on Industrial Standards
Mastering the current inhouse developed applications and platforms to be able to provide immediate responses to platform related clients’ queries
Preliminary investigation, classification, and acknowledgement to the respective clients, of all opened tickets as per SOP
Initial support ticket trouble shooting (logs, traces, CDRs), ticket verifications, impact analysis and next actions
Escalating Tickets to relevant teams at 2nd Line
Follow up on Opened Tickets Internally as per SLAs till resolution
Updating Customers with progress as per SLAs
Tickets Reports and Analysis on Daily, Weekly and Monthly basis

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