Network Operations Lead overseeing the 24x7 operations of CBP's Network Operations Center. Ensuring network availability, performance, and reliability across geographically dispersed sites.
About the role
- Advanced Network Engineer specializing in layer 2 and 3 connectivity products for Superloop. Responsible for troubleshooting and resolving escalated technical issues raised by customers.
Responsibilities
- Troubleshoot and support IPv4 & IPv6 Routing, MPLS L2VPN/L3VPN, BRAS (Broadband remote access service) and VPDN technologies related to Superloop network products.
- Troubleshoot fixed wireless issues across multiple vendors (Ceragon/ Ubiquiti / Siklu).
- Take timely and appropriate action to resolve any issues that may arise.
- Answer overflow & escalated calls and escalated tickets from internal / external teams, stakeholders, and customers.
- Act as an escalation point for Business and Wholesale & Event Management team members, including managing any communication with the customer.
- Update account managers and key stakeholders as required.
- Take proactive measures to prevent or mitigate service disruptions and maintain system reliability.
- Categorize incidents and follow the respective incident management processes (Major, P1, P2, P3) including internal and external stakeholder communication and act as Major Incident Manager during major incidents.
- Manage & Process planned work including MOP/SOP creation and provide information to customers.
- Create and update network support documentation and diagrams as required for internal knowledge database.
- Create and Root Cause Analysis (RCA) when required.
- Configure customer devices remotely, such as routers and switches, and coordinate dispatch.
- Follow ticket hygiene and handover process.
- Able to work a 24x7x365 roster.
Requirements
- BSc/HND in Computer Science, Telecommunication, IT / Network Engineering, or a related field.
- Minimum 5 years of experience in a Telecommunications/ISP/Broadband service provider.
- Knowledge of RF signal flow and equipment.
- CCNP / JNCIS certified or equivalent level of knowledge.
- Good Knowledge and troubleshooting experience with multiple networking platforms and technologies including Juniper & Cisco vendors.
- Solid personal experience with modems, routers, networking, and broadband services.
- Sound understanding of the following technologies: - IP Protocols (ICMP, UDP, TCP).
- - Service Provider Routing Protocols (IS-IS, BGP, OSPF, EIGRP).
- - Quality of Service.
- - MPLS.
- - Ethernet (EVPN, STP, RSTP, VLANs, Q in Q)
- - Working knowledge of L2VPN and L3VPN
- Knowledge of nbn products, specifically TC4, TC2, and EE, would be advantageous.
- Ability to work independently as well as in a team in a high-pressure environment.
- Able to analyze problems and conduct effective fault diagnosis and system recovery.
- Capable of prioritizing and managing own workload.
- A keenness to contribute ideas, share knowledge and help others develop.
- Excellent written and verbal English communication skills with the ability to communicate to people in a range of positions for both internal and external stakeholders.
Benefits
- Quarterly Superstar Awards – recognition for those who go above and beyond.
- Milestone Gifts & Birthday Cake.
- Referral Bonus – get rewarded for bringing great talent into the TechHub.
- Fruits & Nuts Mondays and Wednesdays - a healthy start to your week.
- Monthly Engagement Events – cricket matches, festive celebrations, and more.
- Quarterly Team Outings – SuperEats – time to unwind and connect outside work.
- SuperEats – enjoy affordable pre ordered breakfast and lunch options.
- Flexible Work – 3 days in the office, 2 days from home (once confirmed).
- Leadership & Development Training – Grow your skills and confidence.
- Career Excellence Program – build your future in telco and tech, right here at Superloop.
- Employee Assistance Program – we’ve got your wellbeing covered.
Job title
Job type
Experience level
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Degree requirement
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