NOC Engineer

About EllaLink

EllaLink owns and operates the world’s fastest route between Europe and Latin America and provides a diverse network infrastructure and capacity services to tier 1 operators & content providers in European and Latin America tier-one cities.

At EllaLink we believe in bringing the world closer through better network latency.

Broad Role Description

• The role is responsible for keeping continuous monitoring of the network, analysing all events in a short and effective time, responding to all network issues, incident reporting, debug, and troubleshoot.
• The role is also responsible for keeping continuous monitoring of all auxiliary systems that support all the operations, putting in place all necessary actions and procedures to recover from any events on an efficient and effective time, avoiding impact on the network and services.
• The NOC engineer works on a round-the-clock team model providing 24x7 coverage to ensuring maximum uptime of production network by monitoring and ensuring timely resolution of incidents.
• The NOC is also responsible by Change Management Control, assuring that all actions and changes to the network and infrastructure are performed against the plan and executed to meet the agreed maintenance windows, monitoring network impacts assuring that it doesn’t exceed the approved plans.
• This role will also be responsible to ensure that service provision, test, and deliver of new customer services are completed on time, “right first time,” and within the defined timelines. You may also be required to configure system hardware and manage system backups.
• The role provides the first line of contact and support for both internal and external customers in the way of informing, resolving, or escalate incidents. Provide Route Cause analysis and reporting.
• This role will be a central point of contact for both internal and external customers.

Key Role Deliverables

• During the next months but not limited to, the NOC Engineer will be supporting the testing and development of new procedures, the preparation, and implementation of all infrastructure to support EllaLink Network Operations Center.
• Monitor 24x7 all active assets on the network, facilities, and support systems.
• Operate and maintain 24x7 Network Operations Center (NOC) ensuring reliability and quality of services.
• Manage and solve network and facility incidents in a time-efficient manner, monitor and control MTTR metrics.
• Provision, test and deliver services to customers (internal and external) according to the agreed timelines, monitor, and control MTTI metrics.
• Be the first point of Customers, answering, informing, and supporting them on a regular basis – Customer Care Center.
• Interact and contact with all EllaLink corporate areas, following established procedures.
• Interact and contact with 3rd party suppliers and contractors whenever it revels necessary and following procedures in place, ensuring SLA compliance.
• Handle and solve tickets according to operational procedures in place.
• Escalate issues whenever it is necessary, either to internal level 2 of support or to third party entities.
• Own end-to-end incident management process for network and facility incidents, controlling all open cases and associated SLAs.
• Escalate and inform all major network incidents to NOC Manager and management team, keeping organization informed and aware of relevant known issues and the steps being taken.
• Report directly to NOC Manager on incidents performance, escalation cases, and whenever Major impact (or may impact) services.
• Provide out of hours support to the business
• Work focus on keep customers, team and EllaLink defined objectives and KPIs
• Identify recurring issues and work with internal engineering teams or 3rd party suppliers on mitigating procedures and solution
• Report directly to NOC Manager on any incidents that impact or may impact the services
• Own and maintain an operations relationship with 3rd party suppliers and contractors, ensuring SLA compliance, notifying internal organization whenever SLAs are not met
• Be a teammate willing to cover any needs of the team and the enterprise
• Participate and propose an improvement to the processes and procedures used by the team using innovative and nonstandard processes and tooling
• Get involved with the team and work together with other departments in Ellalink to achieve common business goals
• Participate and propose an improvement to documentation, policies, and standards related to the departments work processes which are up to date and accurately reflects the day to day running of the team
• Develop and publish operations and network performance reports

Ideal Experience Profile

• Bachelor’s degree in Communication Engineering, computer science, information systems, or a related field
• 3+ years of expert-level hands-on skills with traditional networking technologies
• 3+ years of experience in a NOC or IT Service Desk role is desirable
• Deep IT/System knowledge
• A knowledge of telecom networks and services with international experience highly desired, which includes:
• o SDH
• o DWDM
• o IP, Ethernet, MPLS
• o Fibre Characterization and handling (OTDR, COTDR OSA, Test sets)
• Knowledge of subsea cable Operation and maintenance
• o PFE
• o SLTE
• o Submarine Fault Location (LME, COTDR, OSA)
• Knowledge or experience in monitoring infrastructure
• o Electricity backup systems: Generators, UPS, DC, and Battery Plants.
• o Electricity
• o Air Conditioning Systems
• o Fire & Security Systems
• o Building Management tools
• o DCIM
• o VISIO or AutoCAD
• Knowledge or experience in equipment and circuit inventory and monitoring tools
• Relevant technical certifications are highly appreciated

 

Please send your CV to: jobs@ella.link

 

Good Luck !!