Process Manager

Job Description

- 310 years in Network Operations within Telecom or ISP environments.
- Proven ability to troubleshoot and repair Ethernet/IP circuits at the service and circuit levels.

Customer Circuit Support

- Provide Tier 2/3 support for escalated network and customer incidents.
- Communicate directly with enterprise customers, offering timely updates and resolutions.

Network Equipment Support

- Configure, install, and maintain network devices (Routers, Switches, NIDs).
- Work with platforms such asJuniper /Cisco/Nokia/Ciena/Accedian.

Protocol Troubleshooting

- Diagnose and resolve issues related toBGP, MPLS, Ethernet Switching, VLANs, STP, LAG.
- Utilize CLI and SNMP-based tools for analysis and troubleshooting.

Fiber Testing & Diagnostics

- ConductRFC 2544testing and validate network throughput.
- Assist field engineers withOTDRtesting for fiber faults.

NOC Monitoring & Escalation

- Monitor alarms and performance metrics in a 24x7 NOC environment.
- Escalate complex issues to senior engineering teams or external vendors.

Documentation & Reporting

- Log diagnostics, resolutions, and RCA in ticketing systems.
- Maintain clear incident reports and resolution timelines.

Collaboration

- Coordinate with Field Engineers, Provisioning, and Engineering teams.
- Liaise with third-party vendors for hardware troubleshooting and escalations.

Customer Communication

- Provide professional, timely, and clear communication to customers and internal stakeholders.
- Maintain high standards in both written and verbal communication.

Technical Proficiency

- Hands-on experience withJuniper, Cisco, Nokia, Accedian, Ciena.
- Exposure toTelco infrastructure, FTTx, DWDMis a plus.

Certifications (Preferred)

- Cisco:CCNA/CCNP, Juniper:JNCIA/JNCIS, Nokia certifications preferred.

Tools & Testing Experience

- Experience withOTDR, iPerf, Wireshark, RFC 2544, and vendor-specific diagnostic tools.

Soft Skills

- Strong analytical, troubleshooting, and documentation abilities.
- Calm and effective under pressure in high-availability environments.

Communication

- Excellent verbal and written English communication skills.

310 years in Network Operations within Telecom or ISP environments.

- Proven ability to troubleshoot and repair Ethernet/IP circuits at the service and circuit levels.

Customer Circuit Support

- Provide Tier 2/3 support for escalated network and customer incidents.
- Communicate directly with enterprise customers, offering timely updates and resolutions.

Network Equipment Support

- Configure, install, and maintain network devices (Routers, Switches, NIDs).
- Work with platforms such asJuniper /Cisco/Nokia/Ciena/Accedian.

Protocol Troubleshooting

- Diagnose and resolve issues related toBGP, MPLS, Ethernet Switching, VLANs, STP, LAG.
- Utilize CLI and SNMP-based tools for analysis and troubleshooting.

Fiber Testing & Diagnostics

- ConductRFC 2544testing and validate network throughput.
- Assist field engineers withOTDRtesting for fiber faults.

NOC Monitoring & Escalation

- Monitor alarms and performance metrics in a 24x7 NOC environment.
- Escalate complex issues to senior engineering teams or external vendors.

Documentation & Reporting

- Log diagnostics, resolutions, and RCA in ticketing systems.
- Maintain clear incident reports and resolution timelines.

Collaboration

- Coordinate with Field Engineers, Provisioning, and Engineering teams.
- Liaise with third-party vendors for hardware troubleshooting and escalations.

Customer Communication

- Provide professional, timely, and clear communication to customers and internal stakeholders.
- Maintain high standards in both written and verbal communication.

Technical Proficiency

- Hands-on experience withJuniper, Cisco, Nokia, Accedian, Ciena.
- Exposure toTelco infrastructure, FTTx, DWDMis a plus.

Certifications (Preferred)

- Cisco:CCNA/CCNP, Juniper:JNCIA/JNCIS, Nokia certifications preferred.

Tools & Testing Experience

- Experience withOTDR, iPerf, Wireshark, RFC 2544, and vendor-specific diagnostic tools.

Soft Skills

- Strong analytical, troubleshooting, and documentation abilities.
- Calm and effective under pressure in high-availability environments.

Communication

- Excellent verbal and written English communication skills.

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