Sr Customer Service Executive - Network Operations & Support

Experience Level: 5-9 years

Customer-Facing Role: Global Clients/Customers

Role Overview:

Core, Mobile and Enterprise Services Provisioning, Testing,and Migration Engineer will be responsible for provisioning, configuring, andtroubleshooting access network and services for enterprise customers. Therole demands a strong technical foundation in Carrier Ethernet, IP routing, andswitching, alongside the ability to manage escalations and support fieldengineers. This is a hands-on role requiring adherence to agile deliveryprocesses, stakeholder communication, and the flexibility to work in secureenvironments or shifts.

Key Responsibilities:

Provisioning:

• Provision and configure access networks manually and through automation tools.
• Engage with relevant workgroups to ensure that Outages & Migration activities will improve Network performance, remove legacy platforms, and consolidate Network resources whilst ensuring minimum impact and disruption to End Users and other Customer platforms.
• Identify and resolve network provisioning failures, determining root causes and recommending corrective actions.
• Support field engineers remotely for commissioning new services.
• Optimize provisioning processes for agile and timely delivery.
• Manage escalations within the team and ensure clear communication with stakeholders.

Testing and Migration:

• Perform throughput and performance testing using tools like Wireshark and Geoprove.
• Troubleshoot enterprise voice provisioning issues, including SIP PRI.
• Conduct network validations and assist in migrations with minimal service interruptions.

Collaboration:

• Engage with global customers, providing regular updates on provisioning and testing.
• Work closely with cross-functional teams to deliver end-to-end enterprise network solutions.
• Ensure compliance with workplace health and safety (WHS) policies.

Additional Requirements:

• Work shift hours as required, including in secure rooms if necessary.

Required Skills and Experience:

Strong expertisein Carrier Ethernet, IP management, routing, and switching, DWDM and legacynetworks PDH, SDH.

• Proficiency in networking protocols such as VLAN encapsulation, MPLS, L2/L3 VPN, BGP, OSPF, Static Routing, and IPv4/IPv6.
• Experience in working on various Vendor platforms, Transmission systems and Network management system applications such as 5620SAM, Huawei U2000, Cisco EPM, Alcatel Lucent SDH RM, NFM-T, NMS, Ciena site manager and TeMIP.
• Experience working in access aggregates Cisco ASR, Juniper and Huawei, IP access routers CISCO NCS540, ASR903.
• Experience with enterprise voice switching and provisioning - C20, Ribon SBC, Ribon PSX.
• Excellent troubleshooting skills, with the ability to articulate issues clearly.
• Hands-on experience with packet tracing and analysis tools like Wireshark and Geoprove.

Preferred Qualifications:

• Certifications: CCNA/CCNP
• Knowledge of scripting and Excel VBA for automation.
• Adaptability to flexible time schedules and the ability to work independently.
• Effective verbal and written communication skills.
• "Can-do" attitude with excellent time management and multitasking capabilities.

Workplace Health and Safety (WHS) Responsibilities:

• Actively contribute to maintaining a safe and compliant workplace.
• Adhere to all workplace health and safety standards.