Snoc Engineer Jobs

HAUD Systems creates unique and intuitive solutions which provide Mobile Network Operators with reliable control over their networks, resulting in increased profitability through the generation of revenues from A2P traffic, enhanced network security, a reduction in SS7, SMS fraud and spam and increased subscriber loyalty. HAUD Systems is an associate member of the GSMA and a subsidiary of Trillian Group.

We are looking for a SNOC Engineer to join our dynamic team in Jakarta. The SNOC Engineer is responsible for 24x7 NMS, Ticket management & all communications with Global Telecom client NOCs and Messaging Business Units, spanning the entire HAUD Solutions global footprint.

Role and Responsibilities:

• Initial support ticket trouble shooting (logs, traces, CDRs), ticket verifications, impact analysis and next actions
• Follow-up with responsible departments for resolving escalated/pending alarms.
• Updating Customers with progress as per SLAs
• Tickets Reports and Analysis on Daily, Weekly and Monthly basis
• Respond to Customer’s requests and inquiries
• Escalating Tickets to relevant teams at 2nd Line
• Preliminary investigation, classification, and acknowledgement to the respective clients, of all opened tickets as per SOP
• Compilation of data on respective alarms prior escalating such alarms as per severities with the relevant teams
• Mastering the current inhouse developed applications and platforms to be able to provide immediate responses to platform related clients’ queries
• Logging of Tickets on the Ticketing System
• Follow up on Opened Tickets Internally as per SLAs till resolution
• Real-time monitoring on the Network Monitoring System (NMS)
• Updating of the Ticketing System with the latest progress on all tickets, following internal SOPs based on Industrial Standards
• Initial alarms trouble shooting (logs, traces, CDRs), alarm verifications, impact analysis and next actions
• Preliminary investigation, classification, and acknowledgement of NMS alarms as per SOP

• System Health Monitoring
• Assistance in technical operations, maintenance, clients’ installations, and upgrades 24x7 activities, such as but not limited to:
• Assistance in UAT and migration
• Execution of minor / routine technical activates
• Handling and assistance in the execution of Change Requests including scheduling, process flow ownership, customer communication and execution

Requirements

• Strong operational experience on Jira Service Desk & Zabbix and/or other ticketing and NMS platforms
• Certification in Linux administration
• Able to adjust plans as necessary and provide alternative strategies to meet changing operational situations.
• High Proficiency in English (both written and verbal)
• Ability to work in a fast-paced environment
• Interpersonal skills
• Degree in Computer Science, Information Technology, Engineering or equivalent
• Protocol analysis and troubleshooting hands on skills using protocol analysers such as Wireshark
• Minimum 2 + years 24/7 SNOC and Customer handling experience in IT, ISP or Telecom Operations
• Must be able and willing to work shifts (basis of 8 hours per shift with 24x7 coverage Monday to Sunday inclusive of public holidays)
• Knowledge of Telecommunications protocols such as SS7/Diameter/SMPP/HTTP will be considered as an asset
• Able to work on his/her own initiative
• Willing to learn new technologies

Benefits

• Health and Fitness Allowance
• Private Health Insurance (Family)
• International and multi-cultural working environment
• Gross Base Salary paid monthly
• Shift Work (based in office in Jakarta)
• Internal training & Learning and Development Progamme
• Travel Allowance
• Staff recognition and career growth

About Us:

For most Mobile Network Operators, SMS A2P is a sleeping giant. Total addressable revenue is stagnant - coming from either fixed price wholesale, or traffic eroding price hikes. HAUD’s complete Messaging Revenue Platform is an industry game-changer allowing MNOs to break free of traditional growth constraints and create attractive revenue strategies which can be enforced through our award-winning SMS firewall and billed via automation.

What is it like to work here:

We are a hyper-growth, global organisation with innovation, diversity and inclusion at the heart of everything we do. We know work makes up a massive part of our lives, that’s why our flexible working model ensures that our teams have a healthy work/life balance. We invest in our employees to grow within the business and to continue to develop themselves through our learning and development programmes, providing room for internal promotion and longevity.