Senior Engineer- FTTX Service Manager

This Role is responsible for Alarm analysis, Operation-maintenance, trouble-shooting & Change Request Implementation on IP nodes (like Routers, switches, firewalls, load balancers and security gateways etc). Also responsible for Trouble Ticket analysis and resolution of trouble tickets raised by Customer / L2 Teams. Fault management on all routers and switches equipment and follow up with support in case of raised cases.

Responsibilities

Alarm analysis, Operation-maintenance, trouble-shooting & Change Request Implementation on IP nodes (like Routers, switches, firewalls, load balancers and security gateways etc); Trouble Ticket analysis and resolution of trouble tickets raised by Customer / L2 Teams; Fault management on all routers and switches equipment and follow up with support in case of raised cases; Actively Supervising of ITSM Ticket queues to maintain MTTR; Analytical skills like logical thinking, Problem solving & handling assignments are mandatory; Identify root cause of P0/P1/P2/P3/P4 Incidents and recommend appropriate resolution action and other events that Customer identify as requiring Root Cause Analysis (RCA); First point of contact for support of any alarm/event/KPI related issues; Close Collaboration with Field Team for all field activities (Hardware failures, Node unreachable etc.); Ensure timely restoration of Services maintain MTTR for good customer experience & high Service availability to maintain Service Level Agreement (SLA); Proactive involvement to detect possible failures to ensure incident restoration/avoidance whenever engagement by Incident Manager or MS Automated Service Function; Node health checks and backups & trouble-shoot the deviation identified; Sharing details for MIR & CSR to respective teams; End to End Network Understanding; 3PP/OEM handling, Problem management support, Data Analytics, Customer Governance Handling.

Requirements

Good knowledge in IP Networking Protocols like OSPF, ISIS, BGP, BGP-LU, MPLS, Inter-AS, LDP, RSVP, TE, L2VPN, L3VPN, BFD, Segment Routing.; Understanding of Switching VLAN, STP, RSTP, MSTP, VRRP, HSRP.; IP Security protocols- IPSEC, GRE, VPN, CGNat.; CISCO, Spine-leaf Architecture, Border-Leaf Architecture, VX-LAN.; Telecom knowledge (2G, 3G, 4G, 5G Service Flow & Interfaces).; Product/Vendor knowledge on CISCO (mandatory) & Ericsson is preferable.; Good Communication & trouble-shooting skills.; 10-16 years of relevant in IP Domain; Working knowledge of below mentioned IP products and vendors – CISCO Routers, Cisco Switches, Juniper Routers, Juniper CGNAT, Juniper Switches, RAD-ETX, Huawei-CX Series, Nokia/Alcatel-SAS Series, Firewalls-Checkpoint & Fortinet, Ericsson-BRAS, F5-Load balancer; All academic credentials must be from recognized and accredited institutions and are further subject to verification.

Nice to have

Ericsson product/vendor knowledge