Technical Service Manager (CCNP)

Associate Engineer (IP Network Support)

Responsibilities

Handle escalations from Service Management Team to resolve highly complex technical issues on Public IP, Layer 2 and Layer 3 MPLS & voice network
Take the lead in handling difficult or chronic problems, identifying root cause and preventive measures
Participating in On-call support
Review network performance and design, identify the measures to improve the efficiency and service level
Implement network changes and maintenance in accordance to the change management guidelines/process
Involve in problem management function like tracking the problems, co-ordinate with various stake holders for problems to resolve the problem permanently.
To support Service Manager in customer meeting
Take on additional responsibilities as and when line function requires

Requirements

Must have a Degree in Computer / Electronics Engineering, or any other relevant discipline.
With a minimum of 3 years' experience in similar capacity.
Strong understanding of routing protocols like OSPF, BGP, EIGRP, MP-BGP, MPLS, TE, QoS.
Expertise in WAN network facilities and protocol, Expertise in voice signalling Protocol SIP, H.323, MGCP, and SS7, TDM Circuits Experience, SONET, T1, DS3, ISDN, POTS, Frame Relay, ATM, Working knowledge IVR (Integrated Voice Response), Voice Mail and Management Platforms (Cable Records, Service Orders )
Experience in voice application and devices like gatekeeper, gateway, softswitch
Possess good level of knowledge in Internetworking, IP routing protocols, troubleshooting for MPLS/IP VPN based networks
Strong background in analyzing sniffer traces (e.g. H323, SIP, RTCP)
Candidates with CCNP or CCIE certification will be added advantage for this position
Possess good working knowledge in Cisco and/or Juniper routers architecture.
Good understanding of ITIL process like change management and problem management
Possess good analytical and trouble-shooting skills in the area of technical fault isolation and rectification.
Possess good process knowledge and communication skills.
A self-starter with the ability to work independently, as well as in a team.
Strong focus on customer satisfaction, high initiative levels, team player.