IPN SME Professional

Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.

Subfamily Description

Managed Services (MSE) is responsible for keeping the network running and proposing / conducting network upgrades based on business requirements. Covers technical managing and operating of agreed components of IT and telecommunications services provided to end users of Nokia customers, within contracts agreed with those customers.

Impact Impact is short-term and usually departmental/project in scope. Accountable for quality, accuracy and efficiency of own and/or team achievements. Actions and errors can have program, project, functional impact.

Scope & Contribution Individual Contributor: Performs and/or coordinates day-to-day activities to meet departmental/project objectives. Carries out root/cause analysis in more complex problems. Can develop and implement recommendations. Managerial/Supervisory: Direct supervisory responsibilities for people. Typically first level (and lowest level) of solid line management. Carries out variety of complex activities according to plan within broader area of responsibility, analyses problems. Decision-making typically according to established solutions.

Innovation Accepts responsibility for and demonstrates support for delegated decisions. Requires minimum supervision. Uses non standard approaches to resolving issues. Suggests improvements and seeks opportunities for innovation. Demonstrates initiative & adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations.

Communication Works to influence others to accept job functions view/practices and agree/accept new concepts, practices, and approaches. Requires ability to communicate with functional leadership regarding team & technical matters. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues.Has cross-cultural knowledge and global mindset

Functional

The Senior Network Engineering is responsible for fault management, trouble shooting and technical support for the TPG-T Customer.Fault and problem management including end to end troubleshooting, root cause analysis, outage handling and correction development.

• Fault resolution of network and customer faults in a timely and efficient manner
• Manage Critical Faults and Outages in the network.
• Develop other team members to enhance their technical expertise.
• Assess and mitigate risk of any network changes.
• Identification of any issues affecting performance or KPIs
• Create and update support documentation.
• Monitoring of Projects and Change Requests with respect to network integrity.
• Impact assessment of network configuration changes
• Verification of implementation of network configuration changes inaccordance with detailed designs
• Develop and support of various O&M and Routine procedures and any tools to assist and improve in maintaining the network.
• Ensure any new network elements that are to be commissioned into the network are operationally accepted to avoid performance issues.
• Provide technical support to Operations in performance, capacity and configuration to maintain and optimize Network performance.
• Direct Field and Exchange staff when required.
• Perform configuration changes, system installations and execute relevant test cases.
• Perform and manage network investigation and manage to resolution.
• Participate in a on call roster and maintain flexible hours when required.
• Provide vendor escalation.
• Assist the team in process improvement.
• Provide emergency support.

Competencies

• Excellent analytical and problem-solving skills in Data Networks
• Excellent Operations and Maintenance skills
• Ability to work effectively in critical situations and exercise independent judgement.
• Customer Focused
• Team Player

Technical Skills

• Excellent understanding Data Networks and telecommunications networks
• Network Design and Implementation: Experience in designing and deploying complex network solutions.
• Routing and Switching: Deep knowledge of routing protocols and switching technologies.
• Network Security: Proficiency in firewalls, VPNs, IDS/IPS, and other security technologies.
• Network Automation and Scripting: Skills in automation tools and scripting languages (Python, Ansible).
• In-depth knowledge and understanding data network elements.
• High level of knowledge of Juniper JUNOS, Cisco IOS, Cisco Wireless, F5 Load Balancers.
• High level of knowledge on routing, switching and telecommunications protocols such as MPLS, BGP, OSPF, RIP, EIGRP, TCP/IP, Static routing, STP, GTP, RANAPP
• Medium level of knowledge on Shell Scripting on Unix based systems
• High to Medium level of knowledge on Internet related systems and protocols (IMAP/POP/SMTP/HTTP/LDAP/XML)
• High to Medium level of knowledge on the following tools such Ethereal, Wireshark, MRTG, Cacti, eHealth, Cisco works, TACACS+, Junos Space, Netcool, HPOV NNM, Agilent
• Medium level of knowledge on VoIP technology such as H323
• Medium level of knowledge on Transmission such as ATM, Frame Relay, Ethernet, Sonet/SDH, WiFi
• Medium level of knowledge on the following Operation Systems, HP Open VMS, Sun Solaris, Linux, Microsoft Windows NT and 2000 Server

Background

• Work Experience: 7+ years of experience in network engineering or architecture roles.
• Project Management: Experience managing network projects from inception to completion.
• Troubleshooting and Problem-Solving: Proven ability to diagnose and resolve complex network issues.
• Vendor Management: Experience working with network hardware and software vendors.
• Any certifications: CCDE,CCDP,CCNP, CCSP, CCIP, CCIE, CCSA, CCSE, JNCIP,

Knowledge & Experience Management experience / Achieved advanced skills and knowledge within a specific professional discipline involving the integration of theory and principles with organisational practices and precedents. Typically requires 4-6 years relevant experience and/or a graduate equivalent (or higher) degree.