Associate Process Manager

Job Description: Network Support Engineer (IP/Ethernet) Category Responsibilities Experience Level - 35 Years of experience in network operations Telecommunication Internet Service Provider - Troubleshoot and repair Ethernet/IP circuits at the service and circuit levels. Customer Circuit Support - Provide Tier 2/3 support for escalated customer incidents. - Interface directly with enterprise customers for timely updates and resolutions. Network Equipment Support - Support installation, configuration, and maintenance of network devices (routers, switches, NIDs). - Work with platforms from Juniper, Accedian, Ciena, Nokia, Cisco. Protocol Troubleshooting - Analyze and resolve issues with BGP, MPLS, Ethernet Switching, VLANs, STP, LAG, etc. - Interpret routing/switching behaviours using CLI and SNMP tools. Fiber Testing & Diagnostics - Perform RFC 2544 testing and throughput validation. - Collaborate with field teams on OTDR testing for fiber issues. NOC Monitoring & Escalation - Monitor alarms and performance metrics within a 24x7 NOC environment. - Escalate complex or unresolved issues to higher tiers or vendors. Documentation & Reporting - Record all diagnostics, actions, and resolutions in ticketing systems. - Maintain logs for incident response and RCA tracking. Collaboration - Work closely with Field Engineers, Provisioning, and Engineering teams. - Coordinate with external vendors for hardware issues or escalations. Customer Communication - Deliver clear, concise updates to internal teams and customers. - Maintain professionalism in all written and verbal English communications. Technical Proficiency - Demonstrated ability with Juniper, Nokia, Accedian, Ciena/Cyan, and Cisco platforms. - Understanding of Telco infrastructure, FTTx, and DWDM (a plus). Certifications (Preferred) - Cisco (CCNA/CCNP), Juniper (JNCIA/JNCIS), Nokia certifications preferred. Tools & Testing Experience - Experience with OTDR, iPerf, Wireshark, RFC 2544 tools, and vendor-specific diagnostics platforms. Soft Skills - Strong troubleshooting, analytical, and documentation skills. - Ability to stay calm under pressure in high-availability environments. Communication - Strong written and verbal English communication skills.