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.

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

Broad Role Description

The role is responsible for continuous monitoring of the network, analyzing all events in a short and effective time, responding to all network issues, incident reporting, debugging, and troubleshooting.

The role is also responsible for monitoring all auxiliary systems that support operations, implementing necessary actions and procedures to recover from any events efficiently, avoiding impact on the network and services.

The NOC engineer works in a round-the-clock team model providing 24x7 coverage to ensure maximum uptime of the production network by monitoring and ensuring timely resolution of incidents.

The NOC is also responsible for Change Management Control, ensuring that all actions and changes to the network and infrastructure are performed according to the plan and executed to meet the agreed maintenance windows while monitoring network impacts to ensure they do not exceed the approved plans.

This role will also ensure that service provision, testing, and delivery of new customer services are completed on time, "right first time," and within 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 by informing, resolving, or escalating incidents. Provide Root Cause analysis and reporting.

This role will be a central point of contact for both internal and external customers.

Key Role Deliverables

Monitor 24x7 all active assets on the network, facilities, and support systems.

Operate and maintain the 24x7 Network Operations Center (NOC) ensuring reliability and quality of services.

Manage and solve network and facility incidents efficiently, monitoring and controlling MTTR metrics.

Provision, test, and deliver services to customers (internal and external) according to the agreed timelines, monitoring and controlling MTTI metrics.

Be the first point of contact for customers, answering, informing, and supporting them regularly.

Interact with all EllaLink corporate areas, following established procedures.

Interact with 3rd party suppliers and contractors as necessary, ensuring SLA compliance.

Handle and solve tickets according to operational procedures.

Escalate issues when necessary, either to internal level 2 support or to third-party entities.

Own the 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 the NOC Manager and management team, keeping the organization informed of relevant known issues and the steps being taken.

Report directly to the NOC Manager on incidents performance, escalation cases, and whenever major impacts (or may impact) services occur.

Provide out-of-hours support to the business.

Work focused on keeping 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 solutions.

Own and maintain an operations relationship with 3rd party suppliers and contractors, ensuring SLA compliance, notifying the internal organization whenever SLAs are not met.

Be a teammate willing to cover any needs of the team and the enterprise.

Participate and propose improvements 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 improvements to documentation, policies, and standards related to the department's work processes which are up to date and accurately reflect 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:

SDH

DWDM

IP, Ethernet, MPLS

Fibre Characterization and handling (OTDR, COTDR OSA, Test sets)

Knowledge of subsea cable operation and maintenance.

PFE

SLTE

Submarine Fault Location (LME, COTDR, OSA)

Knowledge or experience on monitoring infrastructure:

Electricity backup systems: Generators, UPS, DC and Battery Plants.

Electricity

Air Conditioning Systems

Fire & Security Systems

Building Management tools

DCIM

VISIO or AutoCAD

Knowledge or experience on equipment and circuit inventory and monitoring tools.

Relevant technical certifications are highly appreciated.

Desirable Personal Attributes

Full written and spoken bilingual proficiency in English and Portuguese and/or Spanish.

Motivated, adaptable, persistent, hard-working, and dynamic.

Available to work on a 24x7 rotating shifts.

Willing to learn and actively participate in new projects and challenges.

Team player, who contributes ideas and suggestions for improvement.

Strong analytical skills for fault resolution and project implementation.

Able to analyze problems, issues & needs and provide robust but adaptable solutions which meet current and future requirements.

Ability to cope with a changing environment – including adapting to meet emergency business-critical events.

Self-motivated; capable of working under pressure/using own initiative with minimal supervision.

Effectively plans and organizes own workload.

Able to express oneself effectively and in quantitative terms.

Strong interpersonal and communication skills.

Ability to work cross-functionally in a matrix organization.

Solution-driven, strong interpersonal skills, flexibility to adapt to evolving business needs.

Essential Qualification:

Proficient in the use of MS Office applications.

Competent use of other software applications.

Please send your CV to ******

Good Luck !!

Tipo de oferta: Integral/Full-time

Pagamento: 16000,00€ - 19000,00€ por ano

Benefícios:

Cartão/Ticket refeição

Seguro de vida

Seguro saúde

Telemóvel da empresa

Horário de trabalho:

Dias úteis e feriados

Dias úteis e fins de semana

Turno rotativo

Remuneração suplementar:

Adicional nocturno

Décimo terceiro salário

Hora extra

Subsídio de Natal

Pergunta(s) de seleção:

Disponibilidade de trabalho Presencial turnos 24/7 rotativos Final de semana e Feriados

Habilitações literárias:

Ensino secundário (Preferencial)

Experiência:

NOC Or Telecom: 2 anos (Preferencial)

Idioma:

Inglês (Obrigatório)

Português (Obrigatório)

Data de início prevista: 02/12/2024

#J-18808-Ljbffr