Process Manager

Description

Job Summary:
We are seeking a Network Support Engineer with hands-on experience in IP/Ethernet networks, fault diagnosis, and service-level troubleshooting. The ideal candidate will have a strong background in Tier 2/3 support, network protocol analysis, and customer communication in a telecom-grade NOC setup.

Description
Key Responsibilities by Category:

Experience Level (SA/APM/PM)

8–12 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.