Process Manager

Key Responsibilities by Category:

Experience Level (SA/APM & PM)

 

• 3–10 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 as Juniper /Cisco/Nokia/Ciena/Accedian.

Protocol Troubleshooting

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

Fiber Testing & Diagnostics

• Conduct RFC 2544 testing and validate network throughput.
• Assist field engineers with OTDR testing 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 with Juniper, Cisco, Nokia, Accedian, Ciena.
• Exposure to Telco infrastructure, FTTx, DWDM is a plus.

Certifications (Preferred)

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

Tools & Testing Experience

• Experience with OTDR, 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.