Maintain incident logs, escalation records, and resolution documentation.
Perform health checks before and after production deployments.
Monitor service uptime, system performance, and infrastructure capacity.
Coordinate with telecom/SIP providers for issues related to SIP trunks, channels, numbers, call routing, connectivity, and call quality.
Analyze logs and network-level information to identify the root cause of incidents.
Support troubleshooting using tools such as Ping, Traceroute, Telnet/Netcat, nslookup/dig, curl, SSH, TCPDump, Wireshark, and similar utilities.
Monitor alerts and ensure incidents are acknowledged and resolved within defined SLA/response timelines.
Prepare daily/weekly operational reports covering incidents, outages, recurring issues, and system health.
Maintain proper documentation for infrastructure, monitoring, escalation matrices, and standard operating procedures.
Participate in incident management, problem management, and post-incident RCA activities.
Support infrastructure capacity planning by identifying trends in resource utilization and service demand.
Required Technical Skills
Networking
Strong understanding of TCP/IP, UDP, DNS, DHCP, HTTP/HTTPS, VPN, NAT, routing, and firewalls.
Understanding of network troubleshooting and connectivity diagnostics.
Knowledge of LAN/WAN and network monitoring.
Basic understanding of load balancing and reverse proxies.
Linux & Servers
Good working knowledge of Linux/Ubuntu/CentOS environments.
Comfortable with SSH and Linux command-line troubleshooting.
Understanding of processes, services, disk, memory, CPU, and network troubleshooting.
Basic shell scripting knowledge is an advantage.
AWS / Cloud
Working knowledge of AWS infrastructure.
Familiarity with EC2, ECS, RDS, CloudWatch, IAM, VPC, Security Groups, Load Balancers, and related services.
Ability to troubleshoot basic AWS connectivity and infrastructure issues.
SIP / VoIP / Telephony
Experience with SIP/VoIP or telecom environments will be highly preferred.
The candidate should have an understanding of
SIP signaling and call flow
SIP registration
INVITE / BYE / ACK / CANCEL / OPTIONS
SIP response codes
RTP and media flow
SIP trunking
Concurrent channels
Call routing
Caller ID
Call failures and disconnects
Basic VoIP call-quality parameters such as latency, jitter, and packet loss
Monitoring & Troubleshooting
Experience with monitoring/logging tools such as -
Grafana
Prometheus
AWS CloudWatch
ELK / OpenSearch
Zabbix
Nagios
Datadog
Other infrastructure/network monitoring platforms
Key Responsibilities During an Incident
The NOC Engineer should be able to follow a structured process
Alert → Acknowledge → Validate → Troubleshoot → Identify Impact → Escalate → Monitor Resolution → Confirm Recovery → Document/RCA
The candidate must be comfortable working under pressure during production outages and high-priority incidents.
