Job
Description
� � ️ Key Responsibilities � � Team & Workflow Management Supervise a team of Service Desk/NOC Engineers handling L1 support for: o Our country-wide ISP network in Australia o Broadband faults, FTTH outages, leased line disruptions o BGP/OSPF routing issues, fiber cuts, and last-mile failures Manage shift schedules, workforce planning, and daily handovers in a 24x7 environment. • Provide real-time supervision of the ticket queue, follow-through on escalations, and assist in crisis management during major outages. Ensure timely incident classification, ticket creation, prioritization, and resolution as per client's SLAs. Coordinate with Field Engineers, L2/NOC, and Core Network teams for fault resolution, escalation, and field dispatch. Track Mean Time to Restore (MTTR), First-Time Resolution (FTR), and proactively escalate repeat offenders in the network. Analyze fault patterns, link failure causes, and customer complaints for trend identification. Recommend process enhancements and contribute to root cause analysis documentation (RCA). Drive the usage and refinement of Service Desk SOPs, NOC playbooks, and escalation matrices. Act as the primary point of contact for VIP client escalations, account managers, or Tier-2 NOC. Support service delivery teams in new link activations, customer handoffs, and port testing. Coordinate closely with Infrastructure Vendors (Nokia, Cisco, Huawei) and field operations teams. Required Skills & Experience � � Professional Experience 5+ years in ISP/NOC/Network Service Desk roles with at least 2 years in a team leadership capacity. Hands-on experience with support operations around: o FTTH, MPLS, ILL, DIA, SD-WAN, Wi-Fi, or Carrier Ethernet o Network Monitoring Tools (SolarWinds, PRTG, Nagios, Cacti, Splunk, Zabbix) o Ticketing Systems like Remedy, Freshdesk, Cherwell, or proprietary OSS/BSS stacks Strong knowledge of Layer 2/3 networking: VLAN, PPPoE, OSPF, BGP, NAT, SNMP, etc. Familiarity with OSS/BSS platforms (e.g., CRM, provisioning, billing integration). Understanding of last-mile technologies: GPON, DSLAMs, EoC, wireless backhaul. Show more Show less
