About the Role
In this role, you will be responsible for providing timely support and troubleshooting across all network domains. Your primary objective will be to ensure connectivity through IP, manage escalations involving vendors as necessary, and guarantee adequate follow-up to resolve issues within contracted SLAs. You will analyze performance reports to proactively prevent issues, review device configurations, and handle daily Trouble Tickets in line with operational policies. Collaboration with service owners and planning teams will be essential to understand customer queries and assist in network integrations.
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Key Responsibilities
- Provide on-time support and troubleshooting for issues across all domains due to IP connectivity.
- Escalate issues and involve vendors promptly while ensuring adequate follow-up and problem resolution within SLAs.
- Conduct periodic analysis of performance reports to prevent future issues.
- Ensure periodic reviews of device configurations to eliminate unnecessary settings.
- Engage with service owners to understand problems and respond to queries effectively.
- Manage daily Trouble Tickets according to operational policies.
- Oversee the provisioning of reports to support capacity planning and future upgrades of service delivery platforms and Data-Centers network.
- Provide updates for Reason for Outage (RFO), ensuring follow-up on recommendations to prevent recurrence.
- Assist planning/acceptance teams in Network Nodes integrations and ensure the best practices are used.
- Maintain up-to-date documentation of existing devices/solutions for troubleshooting.
- Collaborate with planning teams on capacity planning, upgrades, and design issues.
- Perform periodic health checks and preventive maintenance to identify potential issues in service delivery platforms and Data Centers network.
- Ensure redundancy and backups for all network elements and support systems according to agreed policies.
- Implement patches and updates to resolve bugs or performance issues in devices.
- Review documentation from vendors or network development for new elements/technologies.
- Maintain consistency in network configuration and databases.
- Prioritize performance and maintenance issues as the owner of the platform.
- Coordinate with acceptance teams on network changes and update knowledge bases.
- Monitor vendor performance and manage vendor relationships alongside the Vendor Management Organization.
- Create technical reports and documentation.
- Manage network disasters, prepare plans, and restore networks to meet service levels.
- Support efforts in releasing disaster recovery run-books for successful service restoration.
- Review, approve, prepare MOP, and implement connectivity change requests for various business needs.
Qualifications
- Minimum Bachelor’s degree in Computer, Electronic and Electrical Engineering, Network Engineering, or IT (or equivalent in telecommunications).
- Cisco Certified Network Professional (CCNP) or other relevant industry certification in the Data Center domain preferred.
Experience
- Minimum 10 years of experience in Service Delivery Network (DC) within the telecommunications industry.
- Extensive knowledge of Layer 2 and Layer 3 routing/switching protocols and high-level OSI and TCP/IP protocols.
- Experience with Cisco ACI, ASR, Load Balancers (Citrix & F5), Packet Flow Switches (PFS), and TAPs.
- Experience with legacy platforms such as N7K, N5K, 7600, 6500, 3750, and 2960 routers and switches.
- Familiarity with Juniper, Cisco, Huawei, and Fortinet firewalls.
Skills
- Strong problem-solving and decision-making abilities.
- Effective teamwork and collaboration skills.
- Excellent communication abilities.
- Initiative and commitment to achieve results.
- Strong understanding of security infrastructure components and highly available computing environments.
- Good understanding of systems that need securing, such as BSS/OSS solutions and mobile and fixed services.
- Detailed knowledge of security operation techniques.
- Exceptional customer focus—internally and externally.
- Ability to handle multiple complex problems in a high-stress environment.
