Tier 3 Network Service Engineer

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Duration: Permanent with client

Overall years of experience: 5+ years

Relevant years of experience: 5 years

Domain: Telecom

Mandatory Skills: Cisco (Minimum CCNP), Nokia (NRS), and DWDM optical based equipment.

Skills: Supporting L2 and L3 routing and switching and MPLS technology

Overview of the Team

The Service Assurance team is a collaborative team situated in Madrid, Kuala Lumpur, operating 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-3 team operation in APAC time zone, working with functional teams in AMERS and EMEA region, providing seamless global support to our customers.
• Collaborate with Tier-2 team on escalated incident cases, providing advanced 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 on weekends/public holidays or emergency responding to customer escalation after work hours.
• Standby for call out support after work hours including weekends and public holidays as necessary to address emergencies.

Design & Planning

• Design, integrate, implement, test and commission data networking projects on IPC L2, L3, SIP and optical core backbone networks.
• Oversee governance and management of regional core infrastructure and international carrier networks to support IPC product services and solutions.
• Plan and organize core infrastructure upgrades in accordance with IPC global engineering standards and global change management policy.
• Management and maintenance of regional proactive telemetry services adhering to IPC global engineering standards.
• Working with IPC Carrier Management, review carrier service performance and network capacity strategy planning to support growth and service assurance.
• Maintain up-to-date documentation related to core implementation design management.

Projects

• Consult and provide technical guidance in supporting new projects in relation to IPC core and backbone capacity.
• Reporting network updates to key stakeholders.

Operations Support

• Support Tier-2 team as next level technical escalation on complex incidents.
• Identify and address inefficiency and instability of core network, chronic and major faults impacting customers and services working with internal teams of Tier-2 team and carrier management.
• Manage Tier-2 team to adhere to IPC standards in managing global networks.

Essential Skills and Experience to be Successful in this Role:

• University degree or equivalent experience in Network Engineering with minimum 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.