IP Technical Expert Center Engineer

Family Description

Applied R&D (AR) consists of target-oriented research either with the goal of solving a particular problem / answering a specific question related to network level or product level behavior of IP products focusing on maintenance support, besides providing support for NPI (new product introduction) activities . Supplies technical consulting to customer facing support teams and customer account teams. AR work is characterized by its detailed and complex nature in order to systematically combine existing knowledge and practices to further developing and incrementally improving products, support processes, and customer-specific feature development, maintenance releases.

Subfamily DescriptionIntegration, Verification & Testing (IVT) comprises identifying deficiencies when IP products are being/ already deployed in customer networks. This in turn involves verifying product or network against particular requirements and specifications to meet customer deployment requirements. Customer reported incidents for Greenfield deployments, Brownfield deployments (Network/Node migrations OR new service rollouts) are to be validated, replicated in lab, felicitate bug fixes in maintenance releases; in the interim provide alternate solutions, configuration advisories. Covers setup and maintenance of laboratory and associated equipment, tools, and devices.

This role is equivalently known in networking parlance as Advanced technical / Tier 3 support engineer for IP products.

ImpactImpact is short-term and usually departmental/product deployment projects/ mission critical production networks in scope. Accountable for quality, accuracy, timeliness and efficiency of own and/or team achievements. Actions and errors can have program, project, functional impact.

Scope & ContributionIndividual Contributor: Performs and/or coordinates day-to-day activities to meet departmental/product support objectives. Validates field reported issues from customer facing support teams (TAC), Carries out lab simulations, felicitates root cause analysis in more complex problems collaborating with s/w, h/w engineers. Can develop and implement recommendations for maintenance of the product.

InnovationAccepts 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.

CommunicationWorks 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 management within the job function. Has cross-cultural knowledge and global mindset

Knowledge & ExperienceAchieved advanced network, node level troubleshooting skills for IP routers/networks and knowledge within a specific professional discipline [IP Routing/MPLS/QoS/L2/OAM/Systems & related areas deployed in high availability core / access network nodes] involving the integration of theory and principles with organisational practices and precedents. Typically requires 7-12 years relevant experience.

Educational Qualification:

Bachelor's degree in engineering is preferred.

• Works effectively with cross functional teams and uses best practices and knowledge of internal or external business issues to improve products or services.
• Has in-depth technical & troubleshooting knowledge of services supported by products and uses an understanding of how relevant areas integrate to achieve network level objectives.
• Uses advanced analytical and network, node level troubleshooting skills to solve complex problems reported by customers, field-facing teams involving specific IP products OR problems that do not have routine solutions and take a new perspective.
• Shares initial ideas for the professional direction of own organizational unit.
• Acts as a professional advisor and mentor for staff / workteam / taskforces.
• May technically lead/act as SPOC for customer deployment projects that involve specific IP product/s and new technology areas or high business potential/impact.
• Analyses products/services/improvements/bug resolutions for integrated hardware/software systems as per customers' requirements.
• Resolves customer trouble tickets. Diagnoses complex problems/issues (EG hardware, software, combination) and provides resolution or recommends corrective actions.
• Provides technical requirement inputs based on customers deployment experience
• Provide inputs to develop SW / HW build-controlled production releases (EG main and update releases, service packages, maintenance updates, and customer design engineering).
• Provides inputs for the creation and release of hardware/software documentation and customer notifications.
• Retains technical and design knowledge for assigned products and technologies and provides training to the lower support teams (Tier 2, Regional customer-facing teams).
• Applies and maintains quality standards. Participates in process and tools evolutions and improvements.
• Applies the Care process (especially emergency case handling) contributing when needed to the fastest problem restoration.