NOC Engineer – Enterprise Operations (24×7)

NPAworldwide; Kuala Lumpur; On-site; MYR 45,000 - 67,000; Full time

Job summary

NPAworldwide in Kuala Lumpur, Malaysia is seeking an NOC Engineer for 247 monitoring and first-line support of enterprise communication platforms. You will manage incidents, perform health checks and ensure service availability against SLAs.

The role requires 25 years of experience in Enterprise NOC/ telecom operations and fluency in Chinese and English, with a strong focus on incident management and customer coordination. 247 rotational shifts are expected.

Qualifications

• 25 years of experience in Enterprise NOC, Telecom Operations, CPaaS, Messaging, Voice or IT Operations.
• Mandatory: Fluency in Chinese and English, both spoken and written.
• Strong troubleshooting and analytical skills.
• Good understanding of Messaging, Voice and Enterprise Communication platforms.
• Knowledge of Linux and system monitoring tools.
• Strong customer communication and coordination skills.
• Ability to work effectively in a 247 rotational shift environment.
• Ability to remain calm and effective during major incidents and service disruptions.
• Strong documentation, reporting and incident management skills.

Responsibilities

• Monitor enterprise platforms, dashboards, alarms and service availability on a 247 basis.
• Perform health checks for CPaaS, Messaging, Voice and WABA services.
• Monitor message and transaction queues and identify service degradation.
• Proactively raise incidents when abnormal activity or service impact is detected.
• Provide first-line technical support for customer and platform incidents.
• Create, update and track incident tickets through resolution.
• Perform initial troubleshooting and collect logs for RCA.
• Escalate critical issues according to escalation matrix.
• Support P1/P2 Major Incident Management activities.
• Respond to customer queries and operational requests within SLAs.
• Coordinate with telecom operators, vendors and internal technical teams.
• Support technical bridge calls during major incidents.

Skills

Fluency in Chinese

Fluency in English

Troubleshooting

Customer communication

Incident management

Documentation

Tools

ServiceNow

Jira

Remedy

Splunk

Grafana

Kibana

Zabbix

Prometheus

Wireshark

Job description

Job Description

NOC Engineer Enterprise Operations (247)

Location: Kuala Lumpur, Malaysia

Experience: 25 years

Work Pattern: 247 Rotational Shifts

Mandatory Requirement

Fluency in Chinese and English is mandatory both spoken and written.

Experience in Telecom, Enterprise NOC, CPaaS, Messaging, Voice or IT Operations is required.

Job Description Role Purpose

The NOC Engineer Enterprise Operations will provide 247 monitoring, operational support and first-line technical assistance for enterprise communication platforms and services.

The role is responsible for monitoring critical systems, performing health checks, managing incidents, troubleshooting service issues and ensuring platform availability in line with agreed SLAs and operational standards.

Key Responsibilities

• Monitoring & Operations
  
  
  
  • Monitor enterprise platforms, dashboards, alarms and service availability on a 247 basis.
  
  
  • Perform health checks for CPaaS, Messaging, Voice and WABA services.
  
  
  • Monitor message and transaction queues and identify service degradation.
  
  
  • Proactively raise incidents when abnormal activity or service impact is detected.
  
  
  
  


• Incident Management
  
  
  
  • Provide first-line technical support for customer and platform incidents.
  
  
  • Create, update and track incident tickets through resolution.
  
  
  • Perform initial troubleshooting and collect logs for Root Cause Analysis (RCA).
  
  
  • Escalate critical issues according to the defined escalation matrix.
  
  
  • Support P1/P2 Major Incident Management activities.
  
  
  
  


• Customer & Stakeholder Support
  
  
  
  • Respond to customer queries and operational requests within agreed SLAs.
  
  
  • Provide timely updates during service incidents.
  
  
  • Coordinate with telecom operators, vendors and internal technical teams.
  
  
  • Support technical bridge calls during major incidents.
  
  
  
  


• Platform Support
  
  
  
  • Monitor and support:
    
    
    
    • CPaaS Platforms
    
    
    • SMS & A2P Messaging
    
    
    • WhatsApp Business API (WABA)
    
    
    • RCS
    
    
    • Voice Services
    
    
    • Enterprise Messaging
    
    
    
    
  
  
  • Validate services following maintenance activities and deployments.
  
  
  • Monitor traffic patterns and identify abnormalities.
  
  
  
  


• Operational Activities
  
  
  
  • Perform daily operational checks and monitoring activities.
  
  
  • Complete accurate shift handovers and documentation.
  
  
  • Prepare daily operational reports and maintain incident records.
  
  
  • Follow ITIL-based Incident, Problem and Change Management processes.
  
  
  
  

Technical Skills

Messaging Technologies

• A2P SMS | SMSC | SMPP | HTTP APIs | CPaaS Messaging | WABA | RCS

Voice Technologies

• SIP | VoIP | Voice Gateway | Voice Firewall | Flash Calls | Voice OTP

Telecom Signaling Preferred

• SS7 | SIGTRAN | Diameter

Platforms & Monitoring Tools

• Linux | SQL | REST APIs | Wireshark | Grafana | Kibana | Zabbix | Prometheus | Splunk

ITSM Tools

• ServiceNow | Jira | Remedy | Incident Management | Change Management | Problem Management

Qualifications

• 25 years of experience in Enterprise NOC, Telecom Operations, CPaaS, Messaging, Voice or IT Operations.


• Mandatory: Fluency in Chinese and English, both spoken and written.


• Strong troubleshooting and analytical skills.


• Good understanding of Messaging, Voice and Enterprise Communication platforms.


• Knowledge of Linux and system monitoring tools.


• Strong customer communication and coordination skills.


• Ability to work effectively in a 247 rotational shift environment.


• Ability to remain calm and effective during major incidents and service disruptions.


• Strong documentation, reporting and incident management skills.

Key Performance Indicators

• Response Time


• Incident Acknowledgement SLA


• Ticket Closure Time


• MTTR Mean Time to Restore


• Service Availability


• First Response Compliance


• Escalation Compliance


• Shift Handover Quality


• Customer Satisfaction (CSAT)


• Operational Accuracy

Key Stakeholders

Sales | Product | Engineering | Development | Customer Success | Finance | Compliance | Telecom Operators | Enterprise Customers | Technology Vendors

Why Is This a Great Opportunity

Join a global telecom and communications technology environment supporting mission-critical CPaaS, messaging, SMS, Voice, WABA and RCS services.

This role offers hands-on exposure to enterprise telecom operations, global customers, modern communication technologies and large‑scale platforms, while developing expertise across NOC operations, incident management, messaging and telecom infrastructure.

Salary

Salary Type: Monthly

Salary Min: RM 4000

Salary Max: RM 6000

Currency Type: MYR