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 Customer’s 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
- 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)
- 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. HAUD’s 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, that’s 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.
