Senior NOC Engineer
Ahmedabad 路 Senior
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What we know about this role
MEDIUM
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First 72 hours
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Skills required
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Job description
- 24/7 Eyes-on-Glass Monitoring: Proactively monitor platform health dashboards across Grafana, GCP Cloud Monitoring, and Homer (SIPcapture) to detect signaling drops, media quality degradation, or infrastructure bottlenecks.
- Incident Triage & Response: Act as the Tier 2 technical first responder for platform alerts. Accurately classify incidents vs. outages according to business logic (P1 to P5 matrix).
- Runbook Execution & Remediation: Execute specialized technical runbooks to resolve complex VoIP faults (e.g., clearing stuck SIP registrations, flushing PgBouncer connection pools, safely draining/bypassing misbehaving FreeSWITCH instances).
- VoIP Media Quality Analysis: Troubleshoot voice quality spikes (Jitter >50ms, Packet Loss >2%) and analyze Mean Opinion Score (MOS) degradation using Homer SIP ladder diagrams.
- Carrier Interconnect Monitoring: Manage links tied to static public IP carrier trunks. Monitor SIP OPTIONS pings and immediately troubleshoot authentication issues (SIP 401/403) or error loops (SIP 503).
- Escalation & Collaboration: Gather raw packet traces (sngrep / Wireshark) and technical context during major incidents to smoothly escalate unresolved issues to Tier 3 DevOps, VoIP Core, or Database Engineers.
- Leadership & Mentorship: Act as the Shift Lead during critical hours, mentoring junior NOC operators, managing incident communication channels, and refining technical runbooks.
- Experience: 6 to 8 years in a 24x7 technical operations center environment, with a heavy emphasis on VoIP, SIP Signaling, and Cloud Infrastructure.
- VoIP Stack Expertise: Direct, hands-on experience troubleshooting and managing Kamailio (or OpenSIPS) and FreeSWITCH (or Asterisk) configurations and logs.
- Protocol Proficiency: Deep understanding of SIP signaling, RFC standards, SDP negotiation, and RTP/RTCP media streaming behaviors.
- Cloud Platform Skills: Strong proficiency with Google Cloud Platform (GCP) core services, specifically Compute Engine Virtual Machines (VMs), VPC Networking, Cloud Firewall, Layer 4 Network Load Balancers, and Static External IP architectures.
- Database Foundations: Competence working with PostgreSQL (specifically Cloud SQL environments); ability to analyze active connection volumes, understand PgBouncer states, and identify query blockages during high call volume.
- Observability Tools: Hands-on experience navigating Homer (SIPcapture), Wireshark, sngrep, Prometheus, and Grafana alert configurations.
- Tooling: Familiarity with Incident Management systems such as PagerDuty, Opsgenie, Jira Service Desk, and Slack integrations.
- Calm Under Pressure: Proven ability to handle live, high-stress P1 Critical Outage scenarios with structure and focus.
- Clear Communicator: Strong verbal and written English communication skills to act as a bridge between technical engineering pods and customer-facing support teams.
- Problem Solver: Analytical mindset capable of isolating a network hop failure vs. a software application core dump.
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