NOC Engineer

Job Description JOB DESCRIPTION Job Title NOC Engineer – Service Delivery (L1 – Voice) Location: Mumbai (Work from Office) Department: GNOC Experience: 0–1 Year Shift: 24×7 Rotational Support Job Summary We are looking for a motivated Engineer – Service Delivery (L1) to support enterprise Voice and Unified Communication platforms. The candidate will be responsible for first-level incident handling, monitoring, and troubleshooting while ensuring SLA-driven support in a 24×7 operational environment. Required Technical Skills Strong foundation in IT / Telecommunications (Degree/Diploma preferred) Basic understanding of PBX and Avaya systems (Avaya certification is an added advantage) Understanding of IP Telephony and VoIP fundamentals Basic knowledge of networking concepts (TCP/IP, VLAN, Routing basics) Familiarity with ticketing tools such as ServiceNow (preferred) Soft Skills Strong troubleshooting and analytical mindset Good reasoning and problem-solving abilities Effective verbal and written communication skills Client-focused and service-oriented approach Ability to work in a team and handle pressure in SLA-driven environments Key Responsibilities Provide L1 support for Avaya Communication Manager, Session Manager, and related voice applications Monitor and manage incidents via ServiceNow, ensuring timely updates and SLA adherence Perform initial diagnosis, basic call trace analysis, and escalate issues to L2/L3 teams when required Handle user requests such as extension creation/modification, call routing, hunt groups, and voicemail configuration Perform proactive monitoring of trunks, gateways, and voice infrastructure Coordinate with internal teams and stakeholders for issue resolution Support scheduled maintenance activities and documentation updates Ensure adherence to SOPs, compliance standards, and defined service processes