NOC Technical Lead (SME)

iBASIS; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

iBASIS Hyderabad invites an experienced NOC leader to guide a technical team through monitoring, incident management, and SLA adherence. You will mentor staff, coordinate with customers and providers, and implement robust SOPs for routine trouble-shooting across PSTN/IP networks.

The role emphasizes hands-on troubleshooting, change management, and cross-functional collaboration in a dynamic, globally oriented environment. Strong knowledge of Remedy and SMARTS is essential.

Qualifications

• Experience leading a NOC team with incident management.
• Proven ability to meet MTTR and SLA requirements.
• Proficient with Remedy ticketing system.
• Strong troubleshooting for PSTN/IP circuits.
• Create SOPs and standard procedures.

Responsibilities

• Provide technical, operational, and management guidance for a NOC team.
• Resolve service and performance issues with customers and providers to meet MTTR and SLA.
• Respond to customer inquiries and update progress via Remedy.
• Monitor quality alarms, create tickets in Remedy, and act per guidelines.
• Monitor and troubleshoot network alarms using SMARTS and iBasis tools.
• Provide L3 level support to the NOC team.
• Create and categorize Remedy tickets; document events in Remedy.
• Coordinate network changes per engineering and change management.
• Document troubleshooting processes as SOPs.
• Collaborate with customers/vendors and peers to close tickets.

Skills

NOC leadership

Network troubleshooting

Remedy ticketing

MTTR & SLA management

L3 support

Vendor coordination

Monitoring tools

Change management

SOP documentation

Team mentoring

Tools

Remedy

SMARTS

Job description

About the Company: We are the leading communication solutions provider enabling operators and digital players worldwide to perform and transform. Powered by Tofane Global, we have become the first independent international communications specialist, ranking as the third largest global wholesale voice operator and a Top 3 Mobile Signaling and Data solutions vendor.

iBASIS offers a full portfolio of innovative mobile data, messaging and roaming solutions in the fastest-growing segments of global telecommunications - IP and mobile, with 700+ connected destinations. Goal is to be in the global top-3 of IPX players, driven by the growth in LTE roaming. We provide end-to-end Global Access for Things™ connectivity solution; simplifying IoT device connection through one unified platform for seamless, remote, programmable, and secure communication.

About the Role: Since the integration of the Altice Europe N.V. international voice carrier business in France, Portugal, and the Dominican Republic, iBASIS serves 1,000+ customers, across 18 offices worldwide. This gives an inspiring international working environment with interesting colleagues from different cultural backgrounds who live and work around the globe. In our company you will have the opportunity to work in a start-up environment with unique, easy to sell, innovative products, within a performance driven, respectful and a can-do atmosphere. Earning well in a responsible job, with room to grow and to develop within our organization.

Responsibilities:

• Provide technical, operational and management guidance for a team of network controllers and front line technical staff. Actions include recruiting, hiring, mentoring and training a diverse technical staff of NOC controllers. Additional responsibilities include:
• Working with internal and external customers and providers to resolve service and performance issues to meet MTTR and SLA requirements.
• Responding to customer inquiries and issues by recording details of events in the Remedy ticketing system, keeping the customer up-to-date on problem resolution.
• Monitoring quality alarms, create tickets using Remedy and take appropriate actions as per guidelines.
• Monitoring and troubleshoot the network alarms using industry standard monitoring tools like SMARTS, and other iBasis specific tools.
• Providing L3 Level support to the NOC Team
• Creating tickets using Remedy for the symptoms and affected network elements per defined procedures, including properly evaluating and categorizing tickets and recording all events in the
• Remedy ticketing system, with heightened attention to accuracy, details and timelines
• Troubleshooting network problems like PSTN or IP circuit outage, including making test calls both manually and using automated system, logging into devices, querying devices, finding information, and generating reports, per defined procedures and record the results.
• Coordinating and participating in making changes to the network as specified by Engineering and as per the agreed change management process.
• Organizing and documenting troubleshooting processes into Standard Operating Procedures (SOPs).
• Working closely with customers/vendors to gather information, report progress and close tickets per defined procedures.
• Working closely with peers to obtain and provide assistance with network problems.