SOC Operator - Lima

Description

Job Summary: We are seeking a technical or university-level professional in telecommunications to monitor, analyze, and escalate incidents related to fixed services, ensuring operational continuity and customer satisfaction. Key Highlights: 1. Responsibilities for monitoring and analyzing incident alarms. 2. Opportunity for professional development and career path. 3. Training in Telecommunications or Networks. With over 14 years of experience in the telecommunications field, our presence spans **Chile, Peru, and Colombia**, backed by extensive expertise in **installations and engineering**. We have established ourselves as a leading company in this sector, delivering comprehensive solutions to our clients. **Your main responsibilities will be:** * Monitoring all incident alarms—both with and without impact—related to Entel’s fixed customer services. * Analyzing various alarms and incident logs through different monitored management systems to enable accurate diagnosis and event correlation for early fault detection. * Accurately recording all information related to detected incidents in the platform designated by Entel, to determine whether the impact affects a single customer or constitutes a widespread outage. * Escalating individual cases by requesting first-level validation via various B2C/B2B channels, and escalating to specialized departments for identified widespread outages. * Tracking reported cases and reporting progress to Entel until service restoration is achieved. * Performing analysis, diagnosis, and/or resolution of events/incidents; escalating tickets to the corresponding Operational Support teams as needed. * Conducting service tests and validations for customers to verify proper functionality and identify potential failure scenarios. * Preparing weekly, monthly, and bimonthly reports and indicators, as well as other reports or summaries, to ensure effective tracking, control, and administration. **What do we require from you?** * **Education:** Technical or university degree in Telecommunications, Networks, or related fields. * **Experience:** 6 months to 1 year in similar roles within telecommunications companies. * Knowledge of **TCP/IP** networks. * Knowledge of fiber optics. * Availability for hybrid work, Monday to Friday, 8:30 AM to 6:00 PM \- Lima. **What do we value?** * Commitment to work quality. * Teamwork. * Flexibility and adaptability. * Results orientation. * Innovation and creativity. **What do we offer?** * Full payroll registration (Bonus, Vacation Pay, Compulsory Savings Fund (CTS), ESSALUD Health Insurance, and Life Insurance under Law). * Company-certified training programs. * Career path. * Access to corporate discount agreements. * Work modality: On-site