Technical and Operational Oversight: Serve as a pivotal liaison between departments and external partners, representing the Enterprise Operations Center team.
Job Responsibilities
– Troubleshooting Support: Extend assistance for customer services across the global network.
– Incident Management: Take ownership of incidents, swiftly resolve them, and ensure permanent fixes in collaboration with stakeholders.
– Escalation Coordination: Initiate escalations to vendor support and internal teams to ensure timely issue resolution.
– Action Planning: Devise concise action plans to efficiently resolve network and customer-related issues.
– Communication and Documentation: Effectively convey and document customer-specific support information.
– Proactive Problem Management: Conduct technical and trend analysis to proactively manage issues and ensure service stability.
– Network Configuration and Service Migration: Execute network element configuration and service migration tasks.
Required Skills & Qualifications
Professional, structured, and proactive approach to work.
– Self-motivated with excellent interpersonal and communication skills.
– Positive and approachable team player.
– Maintains composure and productivity under pressure.
– Detail-oriented with strong organizational skills.
– Efficient, productive, and adept at time management.
– Capable of resolving problems quickly and effectively, often working with minimal supervision.
– Strong customer service orientation with effective problem-solving skills.
– Proactively addresses challenges and makes decisions while following support procedures.Excellent Communication Skills (verbal, written)
Logical Problem Solving Analysis skills
Use initiative and take ownership
Ability to Multitask, prioritize and work in a pressure and sometimes stressful environment
Must be adaptable and flexible in dealing with a variety of people
Achieve certification and maintain required training levels
Must be a positive team player willing to contribute
Strong TCP/IP core networking skills, routing, switching (Juniper/Cisco)
Previous experience working in a SLA driven operation environment (ISP Based)
Good understanding of IP and/or Optical networks to include (IPv4, IPv6, BGP,ISIS, OSPF, MPLS, VLANS, Ethernet, DWDM , SDH, Dark Fiber , DNS, SNMP and IPsec)
JNCIA or CCNA certification or equivalent preferred or willing to obtain.
At least 3 years of experience in a Network support roleAbility to work on rotating shifts and/or call rotations.
Experience in shift work 24/7/365
High School Diploma/GED
3+ years or Networking job related experience
Relevant job experience is described as technical support (NOC, IT Help Desk, Service Desk)
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