Senior Lead - Service Operations & NOC Engineer

HAUD; Jakarta Pusat; On-site; IDR 300,000,000 - 600,000,000; Full time

Benefits offered by this job

Flexible working arrangements

Private Health Insurance

Employee wellbeing allowance

Team building and company events

Job summary

HAUD is seeking a Senior Lead - Service Operations and NOC Engineer to develop in-depth product understanding, support cross‑functional teams, and troubleshoot complex issues. The role involves root-cause analysis, documentation, and ensuring efficient issue resolution.

Responsibilities include acting as a technical expert in NOC and Managed Services, performing PCAP analysis with Wireshark, and collaborating with DevOps, SysOps, DBAs, and IT support.

Qualifications

• Minimum 5+ years of technical experience in telecommunications.
• Excellent written and spoken English for meetings, emails, reports, and presentations.
• Proven experience in service delivery management, reporting, and process optimization.

Responsibilities

• Serve as the technical expert of the Company’s products within NOC and Managed Services teams.
• Conduct deep packet inspection (PCAP) using Wireshark to analyse and resolve complex network issues.
• Extract data, monitor performance trends, identify anomalies, and diagnose root causes using SQL and Regex.
• Collaborate with Service Operations & NOC Manager on investigations to resolve faults and outages.
• Act as technical liaison between NOC and DevOps, SysOps, DBAs, developers, and IT support.

Skills

English proficiency

Analytical skills

Troubleshooting

Independent worker

Cross-team collaboration

Tools

Wireshark

SQL

Regex

Python

Linux

Zabbix / NMS

Job description

As the Senior Lead - Service Operations and NOC Engineer, the role holder will be required to develop an in-depth understanding of the Company’s products, to support and collaborate with other team members, to resolve complex issue by troubleshooting, conducting analyses, diagnosing and determining root causes, producing documentation, and other related tasks, to ensure that technical issues are addressed efficiently and seamlessly.

Responsibilities

• Serve as the technical expert of the Company’s products, delivering hands‑on and expert level knowledge, guiding other team members within the NOC and Managed Services teams.
• Conduct expert‑level deep packet inspection (PCAP) using tools such as Wireshark to analyse, trace, and resolve complex network issues.
• Extract data, monitor and investigate performance trends, identity anomalies in system logs and uncover root causes, using advanced SQL queries, and Regular Expressions (Regex).
• Collaborate and assist the Service Operations & NOC Manager to carry out deep‑drive investigations to resolve complex technical faults, system anomalies, issues, and service outages.
• Act as the technical liaison between the NOC team and other internal teams including DevOps, SysOps, DBAs, developers, and IT support, to secure end to end issue resolution.
• Any other related tasks assigned by management team.

Requirements

• Must have over five (5+) years of technical experience working within the telecommunications industry.
• Proficient in English with the ability to express ideas clearly, professionally, and accurately across meetings, emails, reports, presentations, and any other form of communication.
• Proven experience in service delivery management, report generation, and process optimisation.
• Excellent knowledge of MS applications including Teams, Outlook, and Excel.
• Strong analytical, technical troubleshooting and problem-solving skills.
• Self‑motivated, proactive, and capable of working independently with minimal supervision.
• Ability to collaborate effectively within and across teams.
• Quick to adapt to new technologies, process changes, and evolving team workflows.
• Ability to multitask, prioritise, and handle tasks in timely manner.

Technical Skills:

• Telecom Protocols: Strong knowledge of GSM SCCP/MAP, SMPP, and SIP messaging protocols.
• Network Analysis: Expert level PCAP analysis, and triaging using Wireshark.
• Data and Scripting: Advanced SQL queries, Regular Expressions (Regex), and basic Python.
• Systems and Networking: Linux OS fundamentals, basic IP networking, and NMS platforms (Zabbix or similar).
• Other tools: Practical experience with AI.

This role requires flexibility to work a 24/7 rotating schedule, including nights, weekends, and public holidays.

Benefits

• Flexible working arrangements.
• Private Health Insurance.
• Employee wellbeing allowance (upon completion of probation).
• Team building and company events.