NOC Engineer

We are looking for a NOC Engineer responsible for monitoring, managing, troubleshooting, and maintaining the availability and performance of our network, servers, telephony, and production infrastructure.

The candidate will work closely with the DevOps, SIP/VoIP, CTI, Development, and QA teams to identify incidents, troubleshoot infrastructure and connectivity issues, and ensure timely resolution of production-impacting problems.

Key Responsibilities

• Monitor production infrastructure, servers, networks, applications, and telephony services 24x7 as per the defined shift schedule.
• Monitor CPU, memory, disk, network utilization, latency, packet loss, service availability, and system health.
• Monitor SIP/VoIP infrastructure, SIP trunks, channels, call connectivity, registration, call failures, and related telephony services.
• Troubleshoot network connectivity issues involving TCP/IP, DNS, HTTP/HTTPS, VPN, firewalls, routing, and ports.
• Monitor AWS infrastructure, including EC2, ECS, RDS, Load Balancers, CloudWatch, and other relevant services.
• Identify production incidents proactively through monitoring and alerting systems.
• Perform first-level troubleshooting and determine whether an issue is related to network, server, application, database, SIP/telephony, or third-party services.
• Escalate incidents to the appropriate DevOps, Development, SIP/VoIP, Database, or third-party team with complete technical details.
• Maintain incident logs, escalation records, and resolution documentation.
• Perform health checks before and after production deployments.
• Monitor service uptime, system performance, and infrastructure capacity.
• Coordinate with telecom/SIP providers for issues related to SIP trunks, channels, numbers, call routing, connectivity, and call quality.
• Analyze logs and network-level information to identify the root cause of incidents.
• Support troubleshooting using tools such as Ping, Traceroute, Telnet/Netcat, nslookup/dig, curl, SSH, TCPDump, Wireshark, and similar utilities.
• Monitor alerts and ensure incidents are acknowledged and resolved within defined SLA/response timelines.
• Prepare daily/weekly operational reports covering incidents, outages, recurring issues, and system health.
• Maintain proper documentation for infrastructure, monitoring, escalation matrices, and standard operating procedures.
• Participate in incident management, problem management, and post-incident RCA activities.
• Support infrastructure capacity planning by identifying trends in resource utilization and service demand.

Required Technical Skills

• Networking: strong understanding of TCP/IP, UDP, DNS, DHCP, HTTP/HTTPS, VPN, NAT, routing, and firewalls; network troubleshooting; LAN/WAN and network monitoring; basic load balancing and reverse proxies.
• Linux & Servers: good working knowledge of Linux/Ubuntu/CentOS; SSH and command-line troubleshooting; processes, services, disk, memory, CPU, and network troubleshooting; basic shell scripting is an advantage.
• AWS / Cloud: working knowledge of AWS infrastructure, including EC2, ECS, RDS, CloudWatch, IAM, VPC, Security Groups, Load Balancers; basic AWS connectivity troubleshooting.

SIP / VoIP / Telephony

• Experience with SIP/VoIP or telecom environments will be highly preferred.
• Understanding of SIP signaling and call flow, SIP registration, INVITE / BYE / ACK / CANCEL / OPTIONS, SIP response codes, RTP and media flow, SIP trunking, concurrent channels, call routing, caller ID, call failures and disconnects, and basic VoIP call-quality parameters such as latency, jitter, and packet loss.

Monitoring & Troubleshooting

• Experience with monitoring/logging tools such as Grafana, Prometheus, AWS CloudWatch, ELK / OpenSearch, Zabbix, Nagios, Datadog, and other infrastructure/network monitoring platforms.

Key Responsibilities During an Incident

• Follow a structured process: Alert, Acknowledge, Validate, Troubleshoot, Identify Impact, Escalate, Monitor Resolution, Confirm Recovery, Document/RCA.
• Be comfortable working under pressure during production outages and high-priority incidents.