NOC Engineer

We are seeking a proactive and detail-oriented NOC Engineer to monitor, manage, and troubleshoot our CPaaS (Communications Platform as a Service) infrastructure. You will play a critical role in ensuring 24/7 uptime and optimal performance of real-time messaging, voice, and communication APIs used by customers around the world.

• Monitor CPaaS systems, APIs, and platform components (SMS, Voice, Email, etc.) using monitoring tools.
• Identify and respond to platform anomalies, incidents, and performance degradations in real time.
• Perform L1/L2 troubleshooting and escalate to appropriate teams based on defined SOPs and SLAs.
• Work closely with DevOps, Engineering, and Product teams to ensure incident resolution and root cause analysis.
• Maintain and update incident and change management records.
• Participate in on-call rotations and shift-based 24/7 support coverage.
• Perform routine system health checks, failover testing, and patch verifications.
• Develop and maintain runbooks, SOPs, and knowledge base for recurring issues.
• Collaborate with telecom carriers and external partners for issue resolution and monitoring.
• Track and ensure compliance with SLAs, KPIs, and availability targets.

Requirements and qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or equivalent.
• 1–5 years of experience in NOC, systems operations, or a technical support environment.
• Familiarity with telecom or CPaaS technologies (SMPP, SIP, WebRTC, APIs).
• Proficient in Linux/Unix environments and basic scripting (e.g., Bash, Python).
• Experience with cloud platforms (AWS, GCP, Azure) is a strong plus.
• Strong knowledge of networking fundamentals (TCP/IP, DNS, load balancing, routing).
• Understanding of monitoring and alerting tools (Grafana, Zabbix, Datadog, PagerDuty).
• Excellent communication and documentation skills.

Preferred qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or equivalent.
• 1–5 years of experience in NOC, systems operations, or a technical support environment.