This Service is accountable for resolving incidents and restoring service. This Service includes fault management and providing resolution. Skills & Knowledge: Fault management Engineer (Tier 2) has a strong understanding of: Experience in prioritizes time allocation against critical tasks, and troubleshooting capability through to resolution of the requisite management of additional escalation for support A constantly changing environment and can relate impacting issues and risks to customer, understanding their business implications. Working in a multi-customer, multi-vendor, multi-technology environment at great flexibility as per the business requirements. Understands the responsibility associated with being a subject matter expert within a technology domain and proactively promotes knowledge sharing and peer development Is results focused and understands criticality of meeting customer SLA and KPI requirements Is fully aware of the impact of delivering quality of service to our customers, and can motivate resources to achieve best in class network operations results Strong communication skills (verbal and written), including influencing those not under their direct control. Can assess priorities and act appropriately to meet customer commitments and requirements Hands on experience in Cisco routers and switches including Cisco Spine Switch - NCS-55A1-36H, Cisco Leaf Switch NCS-5501, Cisco ENNI switch ASR9903, Cisco Port Extender/BS4 switches NCS-540, Cisco EPNM, Cisco Wi-Fi Access Points. Good to have experience in Huawei Ethernet Aggregation Switch CX600, Huawei LAN Switch S3300, Nokia ISAM 7360 OLT. Qualifications/Experience Required: Good understanding of networking or telecommunications principles Customer interaction experience with good communication skills. Experienced in NOC/GNOC environment Good knowledge of TCP/IP routing protocols. (OSPF/IS-IS, RIP, BGP, EIGRP, etc) Good knowledge of DSL technologies. (VDSL, ADSL, etc.) Good Knowledge of GPON. Knowledge of FTTx technologies required Bachelors degree in electrical engineering, Telecommunications or BCA Configure and install various network devices and services (e.g., Routers, Switches, VPN) CCNA or higher (CCNP and/or CISSP highly valued) Availability to work nights and weekends as needed. SAM5620/NFM-P Tools Knowledge required: Cisco EPNM, Putty, Meraki Dashboard. Zendesk or similar ticketing tool. Nokia Altiplano or AMS Huawei U2000 NMS To undertake Incident cause identification of data network failure in LAN and WAN surroundings through multiple sources of NMSs. To configure routing and switching tools, hosted IP voice services and firewalls. To upgrade data network devices to the new stable platform To communicate with project management teams, concerned engineers and service engineers routinely To get the most out of network routine performance by set assessment, troubleshoot the network issues and outages, setting up upgrades and cooperating with network architects on its optimization Accountable for quality and accuracy of own output. Responsible for contribution to teamwork. Errors may have an impact on function/project/customer. Usually delivers results with a short-term, operational focus and limited impact on others. To perform Incident investigation, Impact Analysis, Incident Resolution, Resolution Validation, Incident progress updates, resolution & notifications Complete ownership of the incident resolution even if another Service has been engaged to help with the resolution Managing and Co-ordinating other parts of the solution that are involved in the resolution To handle Problem management, change management, Care ticket management, Routine Health check of devices. Work closely with Level 1 alarm monitoring and fault management teams to drive the incidents for resolution towards closure. Work closely with service delivery managers, field partners & third party vendors both inside and outside the organization to remediate an indicent. Maintain network wide database of network elements and configurations. Participate in scheduled team meetings, initiate and manage the Network outage conference calls.
