Role Summary :

Working on a 24x7 shift pattern, within the Global Network Operations Centre. Managing the Global IP Network and DCN using Network Management Systems and Operational Support Systems, the Shift Engineer will ensure that all Faults, Planned Work and Activation requests are carried out to comply with Service Level Agreements, and that all processes and procedures are being correctly followed.

Duties and Responsibilities:

• Handle faults related to IP network
• Support, proactively manage and monitor IP services such as IP Transit, Peering, VPN etc from Network Operational Centre
• Perform analysis and diagnosis on complex networking problems, identify issues and resolve faults.
• Liaise and task Field Engineers to manage and clear both network and customer faults.
• Liaise with Upstream Service providers, Peers and Internet Exchanges to ensure efficient operation of IP network.
• Communicate with other Network Operation Center’s and escalate where necessary both internally and externally in order to meet SLAs
• Activation of new services onto the network and ensure quality is maintained by testing and ensuring any network changes are recorded and logged onto Configuration databases.
• Maintain MTTR, MIT , RFO and Service reports to the customers as per the KPI
• Follow Global work instructions to all laid down procedures and ensure service quality to customers.
• Handle escalations and be a focal point to all IP service related queries.
• Participate in Planned works as per schedule.
• Maintain proper documentation, Case history in service tickets.
• Additional responsibility to manage DCN setup.

• Customers with more than 10% service problems are less than 8.0% for the period as per FAB 3D.
• SLA Target Time to Repair  < 4 Hrs (except Reject category service cases)
• Mean Incidence Time (48 Hours) for service cases as per FAB 3D targets.
• Escalation to TAC to be less than 10%.(Only for Shift engineers)
• Escalation to TSG to be less than 5%. (only for TAC)
• All Planned Work cases are to be closed in < 48 Hrs.
• Activation of Pre-Planned restoration and ad-hoc restoration within 4 Hours of go ahead.
• Alarm Management as per set KQI and levels in technical support.

• Minimum of 3 years directly related TX operations / engineering experience.
• Superb English written and communication skills.
• Related Engineering Degree.

Able to work independently with minimal supervision.

• IP:
• TCP/IP Theory
• Router Theory
• VPN Theory
• Internet Address Management
• Internet Services
• Juniper routers
• CISCO IOS & JUNOS
• Knowledge of Network Management Systems


• OSS/OFFICE:
• Use of a trouble ticketing system
• Use of PC and Microsoft Office packages

• Technical competence in the following:


• SDH Topology and management
• Surveillance and monitoring of SDH fibre optic networks
• Knowledge of Network Management Systems
• Knowledge of Add Drop Multiplexers
• Knowledge of Submarine Cable Systems
• Knowledge of DWDM systems
• Alcatel, Lucent, Ciena, Fujitsu, NEC network elements


• OSS/OFFICE:

Micromuse Netcool Management platform.