NOC Engineer

Black Box; Mumbai; On-site; INR 400,000 - 560,000; Full time

Job summary

Black Box is seeking an Engineer – Service Delivery (L1) to support enterprise Voice and Unified Communication platforms from the Mumbai office. You will handle first-level incident management, monitoring, and troubleshooting in a 24x7 SLA-driven environment.

The role involves initial diagnosis, call tracing, and handling requests such as extension creation, routing, and voicemail configuration, with a focus on Avaya/Voice systems and ServiceNow ticketing.

Qualifications

• Strong foundation in IT / Telecommunications (Degree/Diploma preferred).
• Basic understanding of PBX and Avaya systems (Avaya certification is an added advantage).
• Understanding of IP Telephony and VoIP fundamentals.
• Basic knowledge of networking concepts (TCP/IP, VLAN, Routing basics).
• Familiarity with ticketing tools such as ServiceNow (preferred).

Responsibilities

• Provide L1 support for Avaya Communication Manager, Session Manager, and related voice applications.
• Monitor and manage incidents via ServiceNow, ensuring timely updates and SLA adherence.
• Perform initial diagnosis, basic call trace analysis, and
• Handle user requests such as extension creation/modification, call routing, hunt groups, and voicemail configuration.
• Perform proactive monitoring of trunks, gateways, and voice infrastructure.
• Coordinate with internal teams and stakeholders for issue resolution.
• Support scheduled maintenance activities and documentation updates.
• Ensure adherence to SOPs, compliance standards, and defined service processes.

Skills

Troubleshooting

Analytical thinking

Verbal communication

Written communication

Customer service orientation

Team collaboration

Pressure handling

Education

Degree/Diploma in IT/Telecommunications

Tools

ServiceNow

Avaya systems

IP Telephony

VoIP fundamentals

TCP/IP networking

Routing basics

Job description

Job Description

Job Title: NOC Engineer – Service Delivery (L1 – Voice)

Location: Mumbai (Work from Office)

Department: GNOC

Experience: 0–1 Year

Shift: 24×7 Rotational Support

Job Summary

We are looking for a motivated Engineer – Service Delivery (L1) to support enterprise Voice and Unified Communication platforms. The candidate will be responsible for first-level incident handling, monitoring, and troubleshooting while ensuring SLA-driven support in a 24×7 operational environment.

Required Technical Skills

• Strong foundation in IT / Telecommunications (Degree/Diploma preferred)
• Basic understanding of PBX and Avaya systems (Avaya certification is an added advantage)
• Understanding of IP Telephony and VoIP fundamentals
• Basic knowledge of networking concepts (TCP/IP, VLAN, Routing basics)
• Familiarity with ticketing tools such as ServiceNow (preferred)

Soft Skills

• Strong troubleshooting and analytical mindset
• Good reasoning and problem-solving abilities
• Effective verbal and written communication skills
• Client-focused and service-oriented approach
• Ability to work in a team and handle pressure in SLA-driven environments

Key Responsibilities

• Provide L1 support for Avaya Communication Manager, Session Manager, and related voice applications
• Monitor and manage incidents via ServiceNow, ensuring timely updates and SLA adherence
• Perform initial diagnosis, basic call trace analysis, and
• Handle user requests such as extension creation/modification, call routing, hunt groups, and voicemail configuration
• Perform proactive monitoring of trunks, gateways, and voice infrastructure
• Coordinate with internal teams and stakeholders for issue resolution
• Support scheduled maintenance activities and documentation updates
• Ensure adherence to SOPs, compliance standards, and defined service processes