Job Description

Title: Support Service Manager (NOC)

Company Name: DORODEE GLOBAL PVT. LIMITED

Vacancy: 02

Age: 25 to 40 years

Job Location: Dhaka

Salary: Tk. 30000 - 55000 (Monthly)

Experience:

• 2 to 6 years
• The applicants should have experience in the following business area(s): Telecommunication

• Bachelor/Honors

• 2 to 6 years
• The applicants should have experience in the following business area(s): Telecommunication

• Age 25 to 40 years
• Only Male

**Technical Support & Troubleshooting: 

-Handle and supervise technical support for VoIP call routing, SIP connectivity, SMS delivery, and billing-related issues.·       

-Troubleshoot voice quality issues, call failures, latency, packet loss, and SMS delivery problems.·       

-Coordinate with carriers, vendors, and technical partners to resolve operational issues.·       

-Analyze switch logs, SIP traces, CDRs, and SMS records for troubleshooting purposes.·       

-Ensure timely resolution of customer complaints and support tickets.

**Billing & Service Support:  

-Support billing operations related to VoIP and SMS services.·       

-Coordinate with the billing team for customer charging, CDR verification, and reconciliation support.·       

-Investigate billing disputes, traffic mismatches, and service-related discrepancies.·       

-Monitor fraud alerts, unusual traffic patterns, and service abuse.

**Team Leadership & Coordination: 

-Manage and mentor NOC engineers and support staff.·       

-Assign shifts, monitor team performance, and ensure SLA compliance.·       

-Conduct technical training and operational knowledge sharing.·       

-Coordinate with routing, billing, network, and management teams for operational improvements.

**Monitoring & Reporting:       

-Monitor telecom traffic, service performance.·       

-Prepare daily, weekly, and monthly operational reports.·       

-Maintain incident records, root cause analysis (RCA), and preventive action reports.·       

-Ensure proper documentation of network changes, incidents, and operational activities.

We are looking for an experienced and proactive NOC & Support Service Manager to lead and manage the operational support, monitoring, and technical service activities for our VoIP and SMS telecom platform. The ideal candidate will oversee 24/7 NOC operations, customer technical support, VoIP switch monitoring, SMS service support, incident management, and coordination with carriers and internal technical teams.

This role requires strong expertise in VoIP systems, SIP signaling, telecom troubleshooting, SMS platforms, and customer service management to ensure high service availability and operational excellence.

NOC Operations Management

·        Manage and supervise day-to-day operations of the Network Operations Center (NOC).

·        Monitor VoIP switches, SIP trunks, SMS gateways, servers, and telecom infrastructure.

·        Ensure maximum uptime and service availability for voice and SMS platforms.

·        Lead 24/7 monitoring and escalation procedures for critical incidents and outages.

Developandmaintainoperationalprocedures,escalationmatrices,andsupport workflows.

Preferred Skills

·        Experience with Class 4 / Class 5 softswitch platforms.

·        Knowledge of SBCs (Session Border Controllers) and SIP troubleshooting tools.

·        Familiarity with Wireshark, SIP trace analysis, and monitoring dashboards.

·        Experience with ticketing systems and SLA management.

·        Knowledge of telecom fraud detection and prevention.

·        3–5 years of experience in VoIP support, telecom NOC operations, or technical service management.

·        Strong knowledge of:

o    SIP signaling and VoIP technologies

o    VoIP softswitch operations

o    SMS gateways and SMS routing

o    Telecom troubleshooting and monitoring

o    CDR analysis and billing support

·        Experience in network monitoring tools.

·        Strong understanding of telecom operations and customer support processes.

·        Excellent problem-solving and communication skills.

• Festival Bonus: 2