IP TAC - Surveillance and L1 FM

Key Responsibilities

• Troubleshoot network cases and customer service cases escalated by L1 Engineer
• Perform analysis and diagnosis on complex networking problems, identify issues and resolve faults.
• Proactively analysis Internet traffic pattern & backbone links utilization and do traffic optimization best available path.
• Liaise with Planning team, Billing team , NLD TAC ,IP Transit service Provider, Internet Exchange, Private Peers, ILD Transport team and Global PoP Engineers to manage and clear Network / IP Products related faults.
• Communicate with L1 engineer /ILD PoP Engineers / RHE engineers and escalate where necessary both internally and externally in order to meet SLAs
• Train newly joined L1 engineer and Share knowledge on ILD network
• Maintain MTTR,MTTN,RFO,RCA and Service reports to the customers as per the KPI
• Follow Global work instructions to all laid down procedures and ensure service quality.
• Handle escalations and be a focal point to all IP network related queries.
• Participate in Planned works Impact analysis before performing Planned event Schedule.
• Maintain proper documentation of Lesson Learn, repeated cases, Internet traffic analysis.
• Additional responsibility to manage DCN network , International Roaming and Voice setup.
• Initiate and take part in planned restoration and normalization activities as per laid down procedure.

Key Deliverables

• Reduce downtime on network related fault by providing workarounds and alternatives.
  • Resolve / Restore traffic impacted customer services within define MTTR • Execute scheduled planned work in Switches ,Routers at all domestic & international POP locations . • Maintain MTTN and MTTR as per defined SLA • Emergency provisioning work on receipt of works order • Complete Major/Minor planned event acticvity within maintenance window • Alarm Management as per set KQI and levels in technical support. •A self-starter able to work independently but comfortable working in a team environment.

Educational Qualifications

B.E in Electronics & Engineering / Computer Engineeeing / Information Technologies/Computer Science

Years of Experience (minimum & maximum)

7-15 years

Skills & Attributes

Working experience in Core NOC operations in Global domain.
Technical competence in Cisco, Juniper routers and switches and Firewalls Basic understanding of Transport /Voice/International Roaming Network Certification : CCNA/CCNP ( Routing & Switching) Hands-On experience on Routing & Swirching and routing protocols BGP /ISIS/OSPF/MPLS/Class of Services/Firewall Traffic engineering , routing Policy Cisco ASR9K ,1K, Nexus Switch and Firewall Good analytical and problem-solving skills A self-starter able to work independently but comfortable working in a team environment. Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources