Sr Customer Service Executive - Provisioning & Configuration

Provisioning:

• Provision and configure access networks manually and through automation tools.
• Engage with relevant workgroups to ensure that Outages & Migration activities will improve Network performance, remove legacy platforms, and consolidate Network resources whilst ensuring minimum impact and disruption to End Users and other Customer platforms.
• Identify and resolve network provisioning failures, determining root causes and recommending corrective actions.
• Support field engineers remotely for commissioning new services.
• Optimize provisioning processes for agile and timely delivery.
• Manage escalations within the team and ensure clear communication with stakeholders.

Testing and Migration:

• Perform throughput and performance testing using tools like Wireshark and Geoprove.
• Troubleshoot enterprise voice provisioning issues, including SIP PRI.
• Conduct network validations and assist in migrations with minimal service interruptions.

Collaboration:

• Engage with global customers, providing regular updates on provisioning and testing.
• Work closely with cross-functional teams to deliver end-to-end enterprise network solutions.
• Ensure compliance with workplace health and safety (WHS) policies.

Additional Requirements:

• Work shift hours as required, including in secure rooms if necessary.

Required Skills and Experience:

Strong expertise in Carrier Ethernet, IP management, routing, and switching, DWDM and legacy networks PDH, SDH.

• Proficiency in networking protocols such as VLAN encapsulation, MPLS, L2/L3 VPN, BGP, OSPF, Static Routing, and IPv4/IPv6.
• Experience in working on various Vendor platforms, Transmission systems and Network management system applications such as 5620SAM, Huawei U2000, Cisco EPM, Alcatel Lucent SDH RM, NFM-T, NMS, Ciena site manager and TeMIP.
• Experience working in access aggregates Cisco ASR, Juniper and Huawei, IP access routers CISCO NCS540, ASR903.
• Experience with enterprise voice switching and provisioning - C20, Ribon SBC, Ribon PSX.
• Excellent troubleshooting skills, with the ability to articulate issues clearly.
• Hands-on experience with packet tracing and analysis tools like Wireshark and Geoprove.