Manage and support customer circuit operations, troubleshoot network issues, and maintain network equipment. Ensure effective communication with customers while documenting incidents and resolutions.
Key Responsibilities by Category:
Experience Level (SA/APM & PM)
- 3–10 years in Network Operations within Telecom or ISP environments.
- Proven ability to troubleshoot and repair Ethernet/IP circuits at the service and circuit levels.
Customer Circuit Support
Provide Tier 2/3 support for escalated network and customer incidents.
- Communicate directly with enterprise customers, offering timely updates and resolutions.
Network Equipment Support
- Configure, install, and maintain network devices (Routers, Switches, NIDs).
- Work with platforms such as Juniper /Cisco/Nokia/Ciena/Accedian.
Protocol Troubleshooting
- Diagnose and resolve issues related to BGP, MPLS, Ethernet Switching, VLANs, STP, LAG.
- Utilize CLI and SNMP-based tools for analysis and troubleshooting.
Fiber Testing & Diagnostics
- Conduct RFC 2544 testing and validate network throughput.
- Assist field engineers with OTDR testing for fiber faults.
NOC Monitoring & Escalation
- Monitor alarms and performance metrics in a 24x7 NOC environment.
- Escalate complex issues to senior engineering teams or external vendors.
Documentation & Reporting
- Log diagnostics, resolutions, and RCA in ticketing systems.
- Maintain clear incident reports and resolution timelines.
Collaboration
- Coordinate with Field Engineers, Provisioning, and Engineering teams.
- Liaise with third-party vendors for hardware troubleshooting and escalations.
Customer Communication
- Provide professional, timely, and clear communication to customers and internal stakeholders.
- Maintain high standards in both written and verbal communication.
Technical Proficiency
- Hands-on experience with Juniper, Cisco, Nokia, Accedian, Ciena.
- Exposure to Telco infrastructure, FTTx, DWDM is a plus.
Certifications (Preferred)
- Cisco: CCNA/CCNP, Juniper: JNCIA/JNCIS, Nokia certifications preferred.
Tools & Testing Experience
- Experience with OTDR, iPerf, Wireshark, RFC 2544, and vendor-specific diagnostic tools.
Soft Skills
- Strong analytical, troubleshooting, and documentation abilities.
- Calm and effective under pressure in high-availability environments.
Communication
- Excellent verbal and written English communication skills.
Top Skills
Accedian
Bgp
Ciena
Cisco
Cli
Ethernet Switching
Iperf
Juniper
Lag
Mpls
Nokia
Otdr
Rfc 2544
Snmp
Stp
Vlans
Wireshark
eClerx LLC Mumbai, Maharashtra, IND Office
Express Towers, 4th Floor, Ramnath Goenka Marg, Nariman Point, Mumbai, Maharashtra, India, 400021
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