Exotel

Exotel is one of Asia's largest customer communication platforms. We are on a mission to move enterprise customer communication to the cloud. In 2020, we powered over 4 billion calls and connected over 320 million people. We work with some of the most innovative companies such as Ola, Swiggy, Zerodha, Whitehat Jr, Practo, Flipkart, GoJek, etc. We also power customer communication for some of the top banks in the country. Join us on this journey to improve how companies look at customer communication. Read our growth story here

NOC @ Exotel

NOC (Network Operation Center) team manages Exotel’s production infrastructure in managed data centers ( DCs) at multiple locations. NOC team also makes sure that our DCs are up and running all the time.

Infrastructure includes Cloud servers, Bare-metal servers, Network devices, Internet leased lines, Telephone lines, Telephony hardware etc.

This team provides 24x7 coverage and support and is responsible for monitoring, reporting, troubleshooting, resolving and escalation of any Production Infrastructure related issues. This includes incidents where a Network infrastructure or a Carrier may experience issues. This also involves identifying, troubleshooting and resolving issues with systems and applications reported through monitoring systems or trouble tickets.

We as a team love to increase the efficiency and speed of execution by constantly automating the regular activities.

Roles and Responsibilities

• Monitor the network/systems, document network events and take corrective action in response to alarms and faults.

• Troubleshooting the fault to resolve on priority within SLA and close the tickets with correct RFO.

• Coordinate with National & International Telco service provider, Customer, Engineers, Vendors and Engineering team to ensure maximum service availability and performance in ILL , SIP, Voice and Message.

• Pro-active analysis, event and incident management ensuring all faults are resolved within agreed SLA.

• Flexibility in work schedule as all NOC positions are shift work, this position also includes on call work.

• Document and communicate network event status using established systems and business practices.

• Provide timely escalations and notifications as required by procedure.

• Maintain a service oriented environment focussed on problem prediction, detection and resolution

• Administer monitoring services such as Grafana, Nagios, Victorops , Zabix and custom-scripts.

• Working knowledge on ticketing portals such as Freshservices and Salesforce

• Complete additional tasks as assigned.

Expectations / Requirements: 

• Relevant work experience : 2 - 4 years for NOC L1.

• Educational Qualification : B.E / B Tech Graduate in related technical field.

• Work Location : Bangalore.

• Working in a NOC role which operates 24x7x365. Availability to work in a shift schedule more than forty hours per week including nights and weekends and some holidays is required.

• Preferred work experience in ILL, SIP, Voice and Messaging system.

• Hands-on experience in various ticketing tools and applications.

• Problem Solving Techniques. Proven ability to correlate alerts to determine a specific scope of impact.

• Ability to demonstrate authority and actively lead technical calls to prompt resolution.

• Excellent written and verbal communication and analytical skills required. Must have the ability to handle multiple tasks, simultaneously , in a time-controlled environment.