Senior NOC Engineer

Description

Why Ness

We know that people are our greatest asset. Our staff’s professionalism, innovation, teamwork, and dedication to excellence have helped us become one of the world’s leading technology companies. It is these qualities that are vital to our continued success. As a Ness employee, you will be working on products and platforms for some of the most innovative software companies in the world.

You’ll gain knowledge working alongside other highly skilled professionals that will help accelerate your career progression. 

You’ll also benefit from an array of advantages like access to trainings and certifications, bonuses, and aids, socializing activities, and attractive compensation.

Requirements and responsibilities

The NOC Engineer will be responsible for the following items: ensuring maximum possible service availability and performance for all client's products, providing support for Technical Support, R&D, Product, and other internal teams, providing a central hub of communication regarding the status and ongoing events within the network and platform.

This is achieved by routine preventative and reactive tasks related to network and platform activity, creating, reviewing, and updating documentation as needed, and providing clear communication to stakeholders throughout the organization.

What you’ll do

• Responsible for troubleshooting network and platform issues from a server-side perspective;
• Validates and tests all client's products and platforms;
• Performs routine health checks over and above automated monitoring to ensure the quickest detection time for service-affecting issues;
• Responds to any number of alarms, alerts, or abnormal behaviors detected through reactive or proactive monitoring;
• Ensures all activities are documented and tracked through a ticketing system;
• Ensures processes and procedures are documented and updated in communal Wiki/KnowledgeBase resources;
• Works with both internal and external teams to assist in escalated troubleshooting for issues relating to client's products and platforms;
• Interfaces with internal product teams to ensure the NOC remains current on new and planned product additions or updates; 
• Familiar with industry-standard tools such as IP Monitor, SolarWinds, and BMC in addition to a set of internal custom tools used in network management;
• Executes established procedures as it relate to incident, change, and event management;
• Responsible for executing the established escalation processes with both internal and external teams;
• Responsible for proactive troubleshooting and communication with internal stakeholders at regular intervals;
• Maintains appropriate expectations with internal and external teams; 
• Maintains an advanced understanding of the client's Data, Telephony, and Application networks;
• Responsible for leading incident resolution situations including involving relevant internal resources guiding all troubleshooting to resolution and keeping a journal of activities performed for any necessary post-incident review;
• Manages events and incidents from cradle to grave, providing initial troubleshooting and resolution while working with other teams or vendors as necessary to provide restoration;
• Provides training and coaching for technical resources both internal to the NOC as well as other teams as necessary;
• Maintains a team-focused attitude and works towards creating a healthy, respectful atmosphere;
• Performs duties in a flexible fashion as the Network Operations Center is open 24x7x365.25;
• Participates in the NOC continuous improvement activities as defined;
• Communicates in a concise, professional, and effective manner with both internal and external teams.

What you’ll bring

• Degree in Computer Sciences, Information Technology, Information Services, or equivalent work experience;
• 5+ years’ experience working in a technical or support role within telecommunications, data network, or application server environments; 
• Demonstrated understanding of network topologies, Windows server-client environments, and telecommunication environments with a focus on SIP;
• Understanding of packet analysis and packet capture utilities;
• Confident and goal-oriented attitude with an ability to set and meet short and long-term objectives; 
• Experience in creating, utilizing, and maintaining technical documentation;  
• Experience working in a Windows server environment as it relates to server and software management tasks; 
• Ability to harvest and disseminate information in both formal and informal training environments;
• Ability to work in a fast-paced environment with dynamic priority evolution; 
• Ability to adapt to changing conditions and plans with well-reasoned decisions and minimal supervision;
• Ability to execute responsibilities with a high sense of urgency and a willingness to drive issues forward within established processes; 
• Ability to begin troubleshooting any issue, problem, or oddity regardless of topic or content with a focus on assessment and engagement of proper external resources;
• Professional written and verbal communication skills.

Additional skills:

• Experience working with SaaS/cloud-based software environments; 
• Experience with VoIP implementation and support, specifically configuration of SIP Endpoints and troubleshooting SIP telephony challenges;
• Experience working with firewalls in general; 
• Experience working with BMC;
• Experience working with applications driven by .NET, SQL, and other common Microsoft technologies;
• Experience with troubleshooting and identifying issues within data networks as it relate to SIP and software applications; 
• Expertise with VoIP Gateways, SS7 Controllers, and soft switches; 
• Comprehensive knowledge of TCP/IP, EIGRP, BGP, OSPF, and telecom circuits ranging from DS-0 through OC-12;
• Experience with War Room situation participation and situation management analysis;
• ITIL Foundation certification and experience within an ITIL Organization.

Not checking every single requirement?

If this role sounds good to you, even if you don’t meet every single bullet point in the job description, we encourage you to apply anyway. For most of the candidates that applied, we found a role that was a very good fit with their skills.

Let’s meet and you may just be the right candidate for one of our roles.

At Ness Digital Engineering we are willing to build a work culture that is based on diversification, inclusion, and authenticity.