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 24×7 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.
  • Understanding of network troubleshooting and connectivity diagnostics.
  • Knowledge of LAN/WAN and network monitoring.
  • Basic understanding of load balancing and reverse proxies.
• Linux & Servers
  • Good working knowledge of Linux/Ubuntu/CentOS environments.
  • Comfortable with SSH and Linux command-line troubleshooting.
  • Understanding of processes, services, disk, memory, CPU, and network troubleshooting.
  • Basic shell scripting knowledge is an advantage.
• AWS / Cloud
  • Working knowledge of AWS infrastructure.
  • Familiarity with EC2, ECS, RDS, CloudWatch, IAM, VPC, Security Groups, Load Balancers, and related services.
  • Ability to troubleshoot basic AWS connectivity and infrastructure issues.

SIP / VoIP / Telephony

• Experience with SIP/VoIP or telecom environments will be highly preferred.
• The candidate should have an 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
  • 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
• Other infrastructure/network monitoring platforms

Key Responsibilities During an Incident

• The NOC Engineer should be able to follow a structured process:
• Alert → Acknowledge → Validate → Troubleshoot → Identify Impact → Escalate → Monitor Resolution → Confirm Recovery → Document/RCA
• The candidate must be comfortable working under pressure during production outages and high-priority incidents.