Engineer - Customer Service Operations

Responsible to manage IP NOC operation (Fault Alarm, configuration, Network performance) or network components to drive network efficiency and availability. Ensure efficient and effective technical customer service as per SLAs. Manage IP NOC day to day all kind of issues. Tracks and monitor network traffic and performance to ensure minimal interruption to network router and SD-WAN Services. Planned Activities and change Management.

Following is the key points.

Hands-on experience on Cisco ASR series router and should have Nokia Nuage SD-WAN platform hands-on experience.

Candidate should have technical exposure to handle link down, link flap and packet drop and latency related day to day operations issues.

Good understanding of the Network (Traceroute, ARP, PING, Static and Dynamic Routing side.

Candidate should have hands-on experience on routing and switching side protocols (OSPF, BGP, EIGRP, STP, RSTP, MSTP)

Should have good understanding and experience to handle Layer-2 and Layer-3 VPN issues and packet level experience on MPLS side.

There should be good understanding on Cisco ASR traffic engineering side.

The candidate should take follow up with supplier or vendor to resolve the customer reported issues.

Work on the planned event and perform the network analysis to share proactive notification to customer for their service impact.

Work on the new SD-WAN/IP delivery links-based on new work order received from Service delivery.

Employee should take the responsibility to handle technical cases and drive them for resolution as per agreed SLA.

Candidate should have good communications and e-mail writing skill.

Qualification Criteria: -

Candidate should have completed the BE and having 2 to 4 years of experience in IP domain and SD-WAN side.

Employee should have completed CCNP and SD-WAN side certification. CCIE is additional advantage.