Manager - NOC Support

Flightcase It Services; Pune District; On-site; INR 500,000 - 800,000; Full time

Job summary

Flightcase It Services in Pune district seeks a dedicated NOC Support/Engineer with telecom expertise to troubleshoot and resolve telecom service issues, maintaining high customer satisfaction. You will monitor, diagnose, and resolve voice, VoIP and TDM problems, and collaborate with IT and network teams.

The role requires strong troubleshooting, VoIP/TDM knowledge, and the ability to manage multiple tasks, monitor alarms, and contribute to knowledge base and process improvements.

Qualifications

• 3-4 years of experience in a call centre, telecom support, or technical support role.
• 3+ years of experience leading a team with a good NPS score.
• Basic knowledge of VoIP and TDM systems.
• Strong troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks with high attention to detail.
• Strong interpersonal skills and teamwork ability.
• Knowledge of SIP troubleshooting tools like Wireshark and other PCAP tools.
• Willingness to work flexible hours including evenings or weekends.

Responsibilities

• Provide first-level telecom support for voice, routing, TDM and VoIP systems.
• Troubleshoot and resolve customer issues with timely solutions.
• Assist customers troubleshooting telecom services and products.
• Escalate unresolved issues to higher-level teams.
• Monitor, analyze and respond to network alarms and service quality.
• Maintain accurate records in the support ticketing system.
• Collaborate with IT and network teams to resolve service issues.
• Follow procedures to ensure high levels of customer satisfaction.
• Handle inbound calls and emails promptly.
• Provide feedback on recurring issues to management.
• Stay up-to-date with telecom technologies and solutions.
• Document common issues for the knowledge base.
• Contribute to process improvements and team development.

Skills

NOC Operations

Telecom Troubleshooting

SIP Troubleshooting

Customer Support

Team Leadership

Tools

Wireshark

PCAP tools

SIP tools

Job description

Job Summary:

We are looking for a dedicated and technically skilled NOC Support/ Engineer to join our team. The ideal candidate will have a strong understanding of telecom systems and provide effective support to our customers. You will be responsible for troubleshooting and resolving technical issues related to telecom services, ensuring high levels of customer satisfaction, and maintaining service quality.

Key Responsibilities:

• Provide first-level support for telecom-related issues, including voice services, call routing TDM and VoIP systems.
• Troubleshoot and resolve technical issues reported by customers, ensuring timely and effective solutions.
• Assist customers with troubleshooting their telecom services, products including 8yy, 8XX and 1+ services.
• Escalate unresolved issues to higher-level support teams or technical specialists.
• Monitor, analyze, and block Fraud per company policies.
• Maintain accurate records of customer interactions and technical issues in the support ticketing system.
• Work collaboratively with other teams (e.g., IT, network support) to resolve issues affecting telecom services.
• Follow company procedures and best practices for customer service, ensuring high levels of satisfaction.
• Monitor call/email queues and handle inbound calls and email requests in a timely and professional manner.
• Monitor Network alarms and monitor accordingly.
• Provide feedback to management regarding recurring issues or trends in customer complaints or technical problems.
• Stay up-to-date with new telecom technologies and solutions to provide the best support possible.
• Document common issues and solutions for internal knowledge base and future reference.
• Contribute to process improvements and team development initiatives.

Qualifications:

• 3-4 years of experience in a call centre, telecom support, or technical support role. And 3+ years of experience in handling a team who maintains a good NPS score.
• Basic knowledge of telecom systems such as VoIP and TDM systems.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication skills, both verbal and written, with a focus on customer service.
• Ability to manage multiple tasks efficiently while maintaining a high level of attention to detail.
• Strong interpersonal skills and ability to work in a team environment.
• Knowledge of SIP trouble shooting tools like Wireshark and or other pcap applications.
• Willingness to work flexible hours, including evenings or weekends, as needed.

Preferred Skills:

• Experience with trouble shooting SIP telecom products via CDR and trace tools.
• Knowledge of wholesale telecom product offerings.
• Familiarity with call centre metrics and performance targets.