Graham

PXC 06/05/2002 - 02/27/2026

Noc Engineer

Trusted escalation engineer for high-impact network incidents affecting carrier-grade voice and IP services. • Regularly selected to support complex outages requiring cross-team coordination and third party carrier engagement. • Recognised for clear communication, reliable incident ownership, and calm decision-making during major service disruptions. Responsibilities • Provide hands-on operational support for voice, data, and IP networks within a 24/7 SLA-driven environment, resolving complex and escalated incidents. • Act as a key escalation point for major outages, coordinating with internal engineering teams and external vendors to restore services efficiently and minimise customer impact. • Perform advanced fault investigation, including call tracing, circuit diagnostics, log analysis, and third-party carrier coordination. • Conduct live troubleshooting and configuration validation using SSH, Telnet, and vendor specific CLI tools across Cisco and Juniper infrastructure. • Collaborate closely with Voice, IP, Transmission, and Security teams to resolve incidents and reduce repeat faults. • Provide technical guidance and support to Service Desk and 1st-line teams, assisting with diagnostics, escalation decisions, and knowledge transfer. • Manage incidents, changes, and planned maintenance activities through Remedy, ensuring accurate documentation, clear updates, and SLA compliance. • Communicate technical impact, risk, and progress updates to stakeholders and senior management during major incidents. • Support security-related incidents through correct escalation, access verification, and adherence to incident response procedures. • Contribute to continuous service improvement through process refinement, tooling feedback, and maintenance of operational knowledge bases.