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NOC Engineer

Asticom Technology Inc.
Mandaluyong Fulltime 100+
Specialization: Engineering - Electronics/Communication
Position Level: 1-4 Years Experienced Employee
        
  • Performs and supervises 24x7 end-to-end data circuit (layer 1-2) troubleshooting of alarms, outages, network quality issues, complaints to corporate customers.
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  • Identifies possible technical design and/or root cause of recurring outages or issues and recommends appropriates corrective actions
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  • Provide guidance and recommendations for resolution of issues
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  • Escalates outages and quality issues to support groups and vendors
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  • Coordinates updates/status of critical alarms and outages with on-duty Operations Manager
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  • Ensures technical tasks (e.g. health check, status checkpoint.) are properly executed
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  • Reviews contingency plans for feasibility and provides inputs and/or recommendations as necessary.
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  • Reviews and updates policies and procedures manuals (PPM) and creates new PPM for new network processes
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  • Attends panel reviews for upcoming activities
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  • Conducts echo training with peers based on line of expertise and trainings attended
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  • Provides recommendations on how to reduce trouble tickets in the network based on troubleshooting analysis
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  • Provides end-to-end data circuit (Globe network to Managed Routers) after sales technical incident handling and resolution for corporate customers.
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  • Creates, classifies, and consolidates fault tickets of customer escalations and inquiries made through phone call and email.
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  • Creates alerts or tickets that identify and categorize the issue based on severity, type and a number of other criteria
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  • Works together with support teams to resolve problems and identify root cause to prevent future issues.
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  • Conducts technical joint testing with customers.
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  • Manages data circuit re-routing and optimization to domestic network and international cable systems.
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  • Acquires extensive knowledge to use the different Network Monitoring Systems (NMS) for monitoring purposes and restoration of circuit outages
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  • Conducts regular call or email updates to corporate customers at defined time intervals on the status of outages and actions taken to resolve the incident.
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  • Updates and closes the fault ticket with corresponding action upon customer confirmation.
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