Join our Team
About this opportunity
This role is responsible for second-line incident and change analysis related to faults in Enterprise, Broadband, and Mobile networks. It also includes change activities on Router, XGS-PON, Metnet, DWDM, and SDH devices, such as Cisco, Nokia, Ciena 6500, Ciena 8180, 5170 & 5171, ECI/Nortel/Marconi SDH devices, and ADVA PTP devices. Additionally, this position involves analyzing customer complaints in the technical domain while closely coordinating with the problem management team.
What you will do
• 2nd Level troubleshooting of incident for DWDM , SDH & IP Technology.
• Change impact correlation and reducing change impact on network.
• Interaction with customer and stakeholders .
• Handling of Governance and customer operational calls.
• Act as SME for team member on technical issues handled by NOC.
• Coordination with Vendors for escalated issues.
• Support in configuration management activities to team and customer project team.
• Support in routine health check-up & preventive activities.
• Owns responsibility of Incidents understands the issue and drives for closure by coordinating with all teams
• Identification and support in automation of activities by internal/external automation team.
• Support configuration management & FNI activities
• Supporting PM team for detailed analysis.
• Sharing learnings with wider teams.
• KSS & MOP development for future reference
• Ensures the processes are being followed and no timeline/ SLA/KPI are missed by any resolving agent in the system.
• Identification and support in automation of activities by internal/external automation team.
• Daily reprioritization of work and targets to meet end goals as per operational situations.
• Close collaboration with field team for all field activities(Hardware failure, Node unreachable etc.)
• Ensure timely restoration of Services to maintain MTTR and good customer experience with high service availability to maintain Service Level Agreement (SLA)
You will bring
• Innovative approaches for managing operations leveraging your industry expertise.
• Strong understanding of Transmission and IP technologies, including alarm flow and troubleshooting techniques in DWDM, IP, and SDH.
• Your expertise includes familiarity with industry standards in Enterprise, Broadband, and Mobile networks.
What is Required:
• Sound knowledge of Enterprise, Broadband & Telecom network.
• Product/Vendor knowledge on Ciena 6500, Ciena 8180, 5170 & 5171, ECI/Nortel/Marconi SDH Devices and ADVA PTP (At least any two with DWDM must).
• Good Communication & trouble-shooting skills.
• 5-10 years of relevant experience in Transmission Domain