Tier 2 Network Services Engineer, Madrid

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Client:

IPC Systems, Inc

Location:

Madrid, Spain

Job Category:

Other

EU work permit required:

Yes

Job Views:

3

Posted:

06.03.2025

Expiry Date:

20.04.2025

Job Description:

IPC is a fintech company that focuses on the human element. Having global presence, we support local markets with cutting edge cloud-based trading communications and managed connectivity.

Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global financial markets. This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency.

At IPC, we are committed to attracting, nurturing and promoting diverse talent across our workforce and fostering a sense of belonging within our employee family. We don't just accept differences - it's one of our core values. We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.

Come be part of the new team that delivers ground-breaking products for our clients.

DEPARTMENT:

Network Ops

LOCATION:

Madrid, Spain

ROLE TYPE:

Hybrid, Full time

Team Overview

The Service Assurance team is a collaborative team situated in Madrid, Kuala Lumpur, the team operates under the Global Service Support team, consisting of three other local teams in London, New York and Singapore. The global responsibility lies with the Head of Operations who leads the regions AMERS, APAC and EMEA.

Role Overview

• Technical support resource equipped with data network and voice competency skill to respond and resolve customer service incident issues.
• Member of Tier-2 team operation on follow-the-sun model in EMEA time zone, working with functional teams in AMERS and APAC region, providing seamless global support to our customers.
• Collaborate with GSOC Tier-1 team on reported incident cases, providing technical assistance and resolution to remediate incidents as part of service assurance excellence.
• Work from office in early and late shift schedule arrangement within local time of 7am to 7pm.
• Resource required to work 1 weekend as part of work week, subject to shift scheduling.
• Working on public holidays will be assigned on a rotation arrangement to ensure operations coverage during those periods.
• Standby for call-out support after work hours scheduled on a rotational week including weekends and public holidays.
• Monitor proactive alerts and alarms from IPC Network Monitoring System (NMS), respond and initiate relevant service diagnosis and rectification to correct and resolve service-related issues.
• Ensure customer incidents are resolved within service level timeframes, providing timely technical updates on IPC global incident management system.
• Respond to customer escalations and engage support calls with network carriers and/or IPC customers to achieve meaningful resolution.

Network Management

• Managing core and edge devices, including routers and switches of Cisco and Nokia, optical platform, Session Border Controller (SBC) and SIP based devices/platform.
• Ensure compliance of network appliance operating and adhering to IPC Global Engineering standards.
• Conduct network health checks for start and end of shift with documentation handover.
• Maintain up to date online documentation, network schematics and its data elements in database related to network changes.
• Support customer requests for measurement reports relating to network health.
• Perform audit checks and implement fixes based on IPC custom audit tools.

Change Management

• Collaborate with other functional teams on faulty hardware replacement to ensure service restoration.
• Initiate change control relating to changes on network service modification, addressing network capacity and service incidents.
• Perform upgrades and change control on weekends covering production devices/services.
• Perform emergency changes on demand with authorized IPC internal approval.

Essential Skills and Experience to be Successful in this Role:

• University degree or equivalent experience in Network Engineering with a minimum of 5 years’ experience in the technology environment.
• Experience in the telecommunication field with extensive knowledge in a wide portfolio of technology and products across IP, SIP Voice and DWDM platforms.
• Good working knowledge of Cisco (Minimum CCNP), Nokia (NRS), and DWDM optical based equipment.
• Proven competency in supporting L2 and L3 routing and switching and MPLS technology.
• Experience with SIP technology is required.
• Knowledge of Financial Markets Data such as service feeds will be an advantage.
• Excellent communication skills and ability to be a key player working together with a highly motivated team to support the business.
• Resourceful and good initiative in resolving complex issues relating to role support.
• Absolute proactive approach to incident management and service resolution.
• Excellent organizational skills and able to work independently.

PLEASE SUBMIT YOUR CV IN ENGLISH

What’s in It for You?

At IPC, your compensation is only part of the package. We are committed to investing in a range of programs and initiatives to improve the overall experience of our employees.

In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:

• Benefits Package: Private Health Insurance + Sodexo Transport Pass + Sodexo Restaurant Pass
• Additional Time off for Charity Work and Volunteering
• Tuition Reimbursement
• Certification Bonus Program
• Access to “IPC University” our Internal E-Learning Platform
• Access to LinkedIn Learning
• Structured Onboarding Training and Peer Mentor Support
• Wellness Program
• Employee Referral Scheme

Further information about your benefits will be provided during your onboarding process.

Additional Information:

At IPC, we believe that hybrid working creates an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together. We spend around 60% of our time in the office and around 40% of our time working remotely. Some employees may be required to work from the office or client sites more than 60% of the time if required by their role and/or client needs.

Your precise work schedule will be determined by you and your Line Manager before commencement of employment with IPC.

IPC’s Work Culture:

The IPC work culture is one that fosters inclusion, prioritizes innovation, and maximizes potential. We are a global ecosystem, full of diverse people that together made IPC what it is today. Our strength as an organization is the sum of our different backgrounds, perspectives, skills and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness. We live and breathe our commitment to innovation by embracing bold ideas, seizing new opportunities and striving for excellence. Our people have continued to deliver ground-breaking solutions to our clients for over 50 years.