Sr. Engineer - Global Service Operations

Job Family Descriptor

• Responsible to provide L3 Engineer support for all escalated cases from Level1 + Level2 teams. Active involvement in all critical cases.
• Responsible to provide Subject Matter Expertise to support technical solutions offered to customer covering products/technology like MPLS, SDWAN, routing protocols BGP, OSPF, IPSEC and Riverbed
• Work experience/Knowledge on Security, Riverbed and Cloud based proxy services (Zscaler, Prisma) will be added advantage.
• Responsible for ensuring solutions provided to customer meet requirements with the objective of ensuring design and delivery of complex solutions as per customer requirements.
• Review incidents and ensure resolution efficiency to ensure smooth operation and maintenance of network components and other specified equipment to drive network efficiency and availability.
• Maintain quality standards to achieve optimal levels of operation and KPI targets.
• Tracks and monitor network traffic and performance to ensure minimal interruption to customer services.
• Ensure adequate monitoring of various network aspects panning across different service and ensuring quick and appropriate resolution of network issues (remote as well as on-field if required).

Level Descriptor

• May be an individual contributor or may lead a team through application of deep knowledge of one job area or broad knowledge of several job areas within Service Assurance.
• Identifies problems and updates or modifies working methods in own role without the benefit of defined procedures.
• May Provide first level of supervisory management to a work team that includes professional roles. May also supervise technical and administrative staff.

Minimum qualification & experience

• Degree / Diploma in Engineering or relevant disciplinary with experience in a technology and / or telecommunications industries
• At least 5 years relevant working experience in telecommunications networking, network preventive action and network stabilization
• Familiar with telecom services like SDWAN, IP Networking, Riverbed, IPSEC, MPLS , VPN,. Experience in routers and switches
• Experience in a highly operational role, responsible for setting objectives and delivering results that have a significant impact within the context of a wider operational area.

Other knowledge/skills

Good communication skills: CCNP/CCIE, ITIL Certification

Key Responsibilities

• Monitor vendor performance, particularly critical incidents, delayed cases, non-adherence to SLA, etc.
• Lead implementation for any new network updates, Planned Activities, and change Management.
• Corrects network and SOC problems effectively and in a timely manner.

• Drive initiatives, industrialization, and efficiencies to network facilities for improvements (i.e. enhancements, updates, upgrades, new systems).
• Establishes tools and procedures to monitor network performance. Assure platform and service availability to the customers, through least cost routing, thereby ensuring SLA compliance and QoS of the customer services.