Customer Service Executive - Network Operations & Support

Job Description

Responsible for managing day to day network operations and maintenance, in the respective areas of IP&TX networks. This includes- customer change requests, platform uptime, incident management, problem management, CFT / OEM Interlock, and escalation support for the operations. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.

Responsibilities

• Create and maintain infrastructure necessary for the growth and upkeep of field and network operations to drive network efficiency and availability.
• Manage new enhancements/issue resolution.
• Resources must have hands on experience in Juniper, CISCO and Alcatel routers / switches /Platforms ALU 7750, CISCO ASR series routers, CISCO and Juniper switches
• Cisco/Ciena L2 provisioning
• Resources must have knowledge about MPLS, L2VPN and L3 VPN, should know configurations for the scenarios
• Work directly with other OEM on repeat issues, bugs and implement resolution through defined change management process.e
• Review CFT teams changes frequency, criticality and identify gap and prepare SOP (documents) to ensure no change error.
• Track and monitor the environment performance to ensure minimal interruption to network transmission and/or network switches/routeres.
• Manage network equipment maintenance and security operations for all sites.
• Maintain day to day O&M tasks associated installation and testing of new network equipment, diagnosing, and locating troubles.
• Performing repair and maintenance and restoring service for optimal customer satisfaction
• The role may be an individual contributor or may lead a small team.

Desired Skill sets

• Troubleshooting experience of network, equipment and service level faults
• Basic IP Networking - OSI Model , TCP/IP , IPV4 and IPV6 Address, CIDR , Superneting & Subnetting , ARP , DNS, VRRP, IP Access-lists, Prefix-lists
• Switching - Fundamentals/Working principle, Config, troubleshooting - STP , MSTP , vlan ,tagged/untagged traffic, MAC Address , Encapsulation types ,port modes,Link Aggregation/Etherchannel,port security features.
• Routing - Fundamentals/Working principle, Config, troubleshooting - Static , BGP , OSPF , Route-map policies
• MPLS - Fundamentals/Working principle of MPLS , MPLS Applications , Types of L3VPNs L2VPNs, L3VPN Topologies - Hub & Spoke, Mesh , Central Services/Extranet. MPLS L3VPN(VRF),L2VPN - Config & troubleshooting.
• Qos - Fundamentals/Working principle, Classification , Marking , Scheduling ,Policing etc.
• Multicast - Fundamentals/Working principle ,Config & troubleshooting Cisco
• OEM CLI hands-on - Cisco , Juniper , Alcatel/Nokia
• Willing to work in 24/7 shifts
• CCNA/CCNP preferred