HAUD Systems creates unique and intuitive solutions which provide Mobile Network Operators with reliable control over their networks, resulting in increased profitability through the generation of revenues from A2P traffic, enhanced network security, a reduction in SS7, SMS fraud and spam and increased subscriber loyalty. HAUD Systems is an associate member of the GSMA and a subsidiary of Trillian Group.
We are looking for an SNOC Engineer to join our dynamic team in Jakarta. The SNOC Engineer is responsible for 24x7 NMS, handling tickets from customers and internal stakeholders and all communications with Global Telecom client NOCs and Messaging Business Units, spanning the entire HAUD Solutions global footprint.
Role and Responsibilities:
Respond to Customers requests and inquiries
Real-time monitoring on the Network Monitoring System (NMS)
Compilation of data on respective alarms prior escalating such alarms as per severities with the relevant teams
Preliminary investigation, classification, and acknowledgement of NMS alarms as per SOP
Initial alarms trouble shooting (logs, traces, CDRs), alarm verifications, impact analysis and next actions
Follow-up with responsible departments for resolving escalated/pending alarms.
Logging of Tickets on the Ticketing System
Updating of the Ticketing System with the latest progress on all tickets, following internal SOPs based on Industrial Standards
Mastering the current inhouse developed applications and platforms to be able to provide immediate responses to platform related clients queries
Preliminary investigation, classification, and acknowledgement to the respective clients, of all opened tickets as per SOP
Initial support ticket trouble shooting (logs, traces, CDRs), ticket verifications, impact analysis and next actions
Escalating Tickets to relevant teams at 2nd Line
Follow up on Opened Tickets Internally as per SLAs till resolution
Updating Customers with progress as per SLAs
Tickets Reports and Analysis on Daily, Weekly and Monthly basis
Handling and assistance in the execution of Change Requests including scheduling, process flow ownership, customer communication and execution
Assistance in technical operations, maintenance, clients installations, and upgrades 24x7 activities, such as but not limited to:
Assistance in UAT and migration
System Health Monitoring
Execution of minor / routine technical activates
Requirements
Degree in Computer Science, Information Technology, Engineering or equivalent
Certification in Linux administration
Minimum 3 + years 24/7 SNOC and Customer handling experience in IT, ISP or Telecom Operations
Strong operational experience on Jira Service Desk & Zabbix and/or other ticketing and NMS platforms
Protocol analysis and troubleshooting hands on skills using protocol analysers such as Wireshark
Knowledge of Telecommunications protocols such as SS7/Diameter/SMPP/HTTP will be considered as an asset
High Proficiency in English (both written and verbal)
Ability to work in a fast-paced environment
Willing to learn new technologies
Able to adjust plans as necessary and provide alternative strategies to meet changing operational situations.
Able to work on his/her own initiative
Interpersonal skills
Must be able and willing to work shifts (basis of 8 hours per shift with 24x7 coverage Monday to Sunday inclusive of public holidays)
Benefits
Gross Base Salary paid monthly
International and multi-cultural working environment
Private Health Insurance (Family)
Travel Allowance
Health and Fitness Allowance
Staff recognition and career growth
Internal training & Learning and Development Progamme
Shift Work (based in office in Jakarta)
Evening+Night Shift Allowance
About Us:
For most Mobile Network Operators, SMS A2P is a sleeping giant. Total addressable revenue is stagnant - coming from either fixed price wholesale, or traffic eroding price hikes. HAUDs complete Messaging Revenue Platform is an industry game-changer allowing MNOs to break free of traditional growth constraints and create attractive revenue strategies which can be enforced through our award-winning SMS firewall and billed via automation.
What is it like to work here:
We are a hyper-growth, global organisation with innovation, diversity and inclusion at the heart of everything we do. We know work makes up a massive part of our lives, thats why our flexible working model ensures that our teams have a healthy work/life balance. We invest in our employees to grow within the business and to continue to develop themselves through our learning and development programmes, providing room for internal promotion and longevity.
