SOC Engineer (Level 2)
Job Description
Perform L1/L2 initial troubleshooting and incident response
• Monitor, analyze, and resolve issues as part of a 24/7 shift-based operation
• Receive and analyze incident tickets, resolve where possible or escalate to appropriate technical teams; track incidents through to closure
• Liaise with vendors and international partners as needed to resolve issues
• Conduct root cause analysis and contribute to proactive maintenance strategies
• Generate standard reports on service and incident availability
• Follow up on incidents end-to-end and provide closure documentation to stakeholders
• Prepare detailed Root Cause Analysis (RCA) and post-incident reports
• Support configuration management tasks through NMS systems
• Ensure network resilience and contribute to effective disaster recovery planning
• Monitor personal KPIs to meet operational performance targets
• Support international network operations, including global connectivity (IPLC, ISP, MPLS, cloud networks)
• Coordinate international change requests and planned maintenance activities with relevant stakeholders
• Oversee vendor performance and support periodic review meetings
• Utilize various network and service management tools (e.g., CRM, Service Manager, NMS, Riverbed Steelhead, Spectrum, Nimbra)
Qualifications & Experience:
• Minimum of 4 years’ experience in a similar role
• Diploma in Telecommunications or Engineering, with relevant certifications (e.g., Cisco, POTN, DWDM, SDH)
• Solid understanding of telecom network monitoring and alarm management
• Experience with field-level fault troubleshooting (FLM)
• Strong analytical and problem-solving abilities
• Effective written and verbal communication skills
• Ability to work both independently and collaboratively in high-pressure environments
• Willingness to work flexible hours, including night shifts and extended office hours
Skills & Tools:
• Proficiency in Microsoft Office Suite
• General IT and computer literacy
• Familiarity with ITIL processes
Desired Candidate Profile
Any Nationality
Bachelor of Technology/Engineering(Computers)
Any
