Senior Process Manager

Job Description

Fiber to the Tower (FTT) – Subject Matter Expert (SME)

Function: Network Operations (NOC)

Position Summary

The Fiber to the Tower (FTT) SME – Network Operations is responsible for ensuring high availability, performance, and operational stability of fiber infrastructure supporting B2B Customers and wireless carrier towers, small cells, and 4G/5G backhaul networks.

This role provides Tier 3 technical support, drives incident resolution, manages escalations, performs RCA, and ensures SLA adherence across Fiber-to-the-Tower services.

Key Responsibilities

1. Operational Ownership

• Own end-to-end operational support for FTT circuits and Small Cell Back Haul.
• Nokia 7250 IXR-ec
• Cisco ASR 901
• CYAN Optical Transport Systems
• CIENA 6500
• Infinera G30, G40, XTM, DTNX 
• Nokia 1830 PSS16 ,32
• Ensure network uptime for macro towers, small cells, and carrier aggregation sites.
• Monitor fiber health, alarms, latency, and performance KPIs.

2. Troubleshooting Expertise

3. Incident & Escalation Management

• Act as Tier 3 escalation point for major customer and fiber outages affecting wireless carriers.
• Lead bridge calls during critical outages.
• Coordinate with Field Ops, Splicing Teams, and Construction vendors.
• Ensure MTTR targets are met.

4. Fault Management & Troubleshooting

• Perform advanced troubleshooting using:
  • OTDR trace analysis
  • Optical power level validation
  • DWDM / Transport troubleshooting
  • Layer 1 to Layer 3 correlation
• Identify fiber cuts, degradation, attenuation issues, and equipment faults.

5. Root Cause Analysis (RCA)

• Conduct detailed post-incident RCAs.
• Recommend preventive measures and network hardening initiatives.
• Track recurring fiber impairment trends.

6. SLA & Performance Management

• Ensure compliance with wireless carrier SLAs.
• Analyse chronic trouble tickets and performance degradation trends.
• Provide weekly/monthly service performance reports.

7. Change & Maintenance Management

• Review and approve planned maintenance activities affecting FTT circuits.
• Conduct risk assessment for network changes.
• Ensure minimal customer impact during maintenance windows.

8. Cross-Functional Collaboration

• Work with Engineering for network optimization and capacity upgrades.
• Support Sales Engineering for technical validation during escalations.
• Coordinate with Construction teams during fiber restoration projects.

• Bachelor’s degree in Electronics & Communication Engineering with consistent academic excellence.
• 12–15 years of experience in Telecom Network Operations (NOC)
• Strong expertise in Fiber to the Tower (FTT) and wireless backhaul networks.
• Hands-on experience with:
  • DWDM, CWDM, MPLS, IP Transport, BGP, ISIS, OSPF
  • Dark fiber troubleshooting
  • OTDR and other optical testing tools
  • Network monitoring systems (NMS)
• Experience handling major carrier outages in U.S. telecom environment.

Highly Desired Skills & Attributes:

• Hands-on experience and strong understanding of Telecom / ISP NOC operations and services.
• Willingness to actively handle tickets, even during high-flow periods.
• Balanced approach: approximately 50% floor support and 50% ticket resolution.
• Excellent English communication skills, both spoken and written.
• Flexibility and readiness to work in a 24x7 operational environment.

Key Competencies:

• Strong outage leadership & decision-making under pressure
• Analytical problem-solving
• Excellent stakeholder communication
• Customer-first mindset
• High sense of operational ownership

Performance Metrics:

• Network Availability (%)
• MTTR Reduction
• SLA Compliance
• Repeat Incident Reduction
• Successful Major Incident Management

Required Certifications (Preferred):

• CCNA/CCNP
• ITIL Foundation (v3 or v4)

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.