Network Operation Centre

POSITION SUMMARY

Kickstart your career in Network Operations where you'll be at the heart of ensuring seamless network performance and connectivity. In this entry-level operational role, you will focus on the ongoing maintenance of Soprano Group production deployments servicing our global customers in a fast-paced, dynamic environment. This includes detection, reaction, restoration and prevention. You are at the core of ensuring our ongoing systems performance and service health, efficiently handling incidents and facilitating the restoration of services to nominal states. Additionally, you'll provide assistance to customer support ticket escalations and maintaining a low level of support tickets as required.

You'll gain hands-on experience with industry-leading tools, collaborate with various internal departments, and develop the technical and analytical skills to progress in this career. This is a fantastic opportunity for a recent graduate with a passion for technology, problem-solving, and continuous learning to join a supportive team and making an impact on business-critical services.

• Position: Individual Contributor
• Department:      NOC
• Company: Soprano Design Pty Ltd
• Location: Kuala Lumpur, Malaysia
• Reports to: NOC Manager
• Type: Permanent, Full-time, Shift-Work. Hybrid setting - 3 days in the office

KEY RESPONSIBILITIES:

This includes but is not limited to:

• Monitoring platform alerts and system performance.
• Provide Level 2 support by monitoring alerts through the alert console and triaging them effectively.
• Ensure service restoration within acceptable SLAs and further escalate any major incidents timely to the Level 3 engineers.
• Managing incidents and providing high-quality support. Addressing incidents efficiently, by gathering/logging all necessary information for troubleshooting and resolving user incidents.
• Participate in the 24/7 NOC roster as scheduled.
• Update and maintain internal Knowledge Base to help train and distribute knowledge internally.

SKILLS & EXPERIENCE TO SUCCEED:

• Understands this is a global role that will require shift work (rotating every month) including some Public Holiday and Weekends
• Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor Degree in Computer Science/Information Technology/Telecommunication or equivalent
• Fresh graduates are encouraged to apply for this position
• Strong analytical, problem solving and solution-oriented abilities
• Must have excellent English written and verbal communication skills to be able to work in a geographically diverse and cross-cultural global team
• Familiarity with networking concepts, cloud platforms like AWS highly desirable
• Some familiarity with Linux Operating System and SQL database would be great to have
• We are a Hybrid workplace and require you to go into the office 3 days a week

ABOUT US

Soprano Design (trading as Silver Street in Malaysia) Headquartered in Sydney, Australia, and operating globally, is a leading global communications platform as a service (CPaaS) provider that brings nearly 30 years of experience with enterprise-level mobile messaging to each of our over 4,500 government and enterprise clients around the globe.

Soprano's flagship product, Soprano Connect, is an innovative award-winning CPaaS platform that helps customers to strategically integrate, email, SMS, voice, conversational AI, IP messaging and social channels such as RCS, WhatsApp and Google Business Messages into a seamless secure omni-channel business mobile messaging experience.

WHY WORK FOR SOPRANO:

At Soprano, we're shaping the future of enterprise communication. Here's what makes working with us truly one of a kind:

• Industry Leadership: Join a global leader in the CPaaS (Communication Platform as a Service) space with a customer-first approach that allows us to achieve significant results with our clients and partners, ensuring we continue to lead in enterprise communications.
• Tech-Driven Innovation: We're passionate about building future-ready technology that fosters deeper trust, richer meaning, and stronger connections. If you love working on impactful solutions, you'll feel right at home here.
• Global Team, Local Feel: Headquartered in Sydney, we operate across Europe, North America, South America, Southeast Asia, and New Zealand - giving you the opportunity to collaborate with diverse teams and gain global exposure.
• People-First Culture: We believe in creating a workplace where everyone feels respected, valued, and empowered to bring their best selves to work. We trust our employees to achieve and give them the tools to succeed.
• Learning and Development: As a nimble company with a global footprint, we offer unique opportunities to grow your skills, gain cross-market insights, and accelerate your career in a dynamic environment.
• Hybrid Working: We embrace hybrid work and remote roles where possible, giving you the freedom to stay connected with global teams while making space for what matters most in your life.
• Refer a Friend, Get Rewarded: Know someone amazing? Refer them to Soprano and get rewarded when they join the team permanently. Great people know great people and we give you the opportunity to influence
• Wellness that works: We provide several global benefits such as birthday leave, employee assistance program, annual wellness subsidy, down to having a fully stocked kitchen with fun office events that bring the team together.
• Supporting Parents: We know family comes first and to celebrate this major milestone, Soprano provides additional parental leave to primary and secondary carers.

People are at the core of what we do, and Soprano Design Pty Ltd is committed to a safe, diverse and inclusive workplace where we all thrive and succeed together. We encourage applications regardless of age, gender, nationality, backgrounds and cultures. Please let us know if you require any adjustments to the recruitment process.

All successful applicants will need to provide two professional reference checks and is subject to satisfactory background checks