Sr Customer Service Executive - Hybrid Network Services Network Operations & Support

Job Description :

The role is responsible for network operations and maintenance. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.

Responsibilities

CCNA Certification is Mandatory

Assist / coordinate updates and backup activities

Analyze audits, and follow-up with corrective action

Provide technical support and guidance to Field Engineers.

Act as first level technical support for problems raised in the field

Co-ordinate with other departments and field operations

Attend to technical complaints escalated by customer operations

Generate network performance reports

Maintain traffic / availability reports on a daily basis

Review network problems and their resolutions

Coordinate with OLO for resolution of link failures

Coordinate with 3rd party vendors for resolution of hardware failures

Desired Skill sets

Working experience in 24-7 NOC operations

Understanding of NOC operations, basics of networking

Troubleshoot config issues in IP protocols like BGP, OSPF, MPLS, HSRP, VRRP, VLAN, etc.

Troubleshoot complex call routing issues in Call Manager, Voice Gateways, PBX & SBC. Analysis the call flow and network quality issues

Knowledge on SDH, DWDM, Carrier Ethernet Products from multiple vendors and different EMS/NMS tools

Reporting Skills- collate the data and study it for meaningful analysis.

Experience using network diagnosis and packet analysis tools.

Able to effectively prioritize tasks in a high-pressure environment