Position - Network Operations Officer
Sydpro Pvt Ltd is a full-service provider of technical recruitment solutions. We provide ICT/Technical, Networking, Data Analytics, Admin and compliance, and Accounting talent for our global client base across all levels of seniority. Our goal is to become Sri Lanka’s largest provider of local talent to the world, helping global companies with their staffing needs while giving Sri Lankans a global stage to showcase their talent!
If you are considering upscaling your career and challenging yourself to work for a global company, then here's your chance to grab this amazing job opportunity before it's too late! We are fully aware of what the market is like now, but we like to think this would be a great opportunity to work in a fantastic working culture with a supportive team.
We are more than happy to meet career-oriented individuals to work with us here at Sydpro Pvt Ltd.
Position Purpose
This role includes monitoring, troubleshooting, and resolving any technical service issues, communicating with customers on the same, and escalating technical issues and faults to relevant senior teams where needed. This role is also responsible for internal communication of any network outages and critical events that may affect our service delivery, and thereby level of customer service and satisfaction.
Responsibilities
- Developing effective relationships with all key stakeholders, including other employees of Network Operations, Provisioning, Network Engineering, and the broader operations team.
- Working effectively with third-party service providers to ensure an effective and efficient service.
- Responding within service level agreement expectations to all customer incidents and providing a high level of customer service.
- Recording and processing all incidents fully and accurately and following the processes to resolve them.
- Communicating and setting accurate incident severity levels to ensure that customer incidents are resolved in an efficient manner.
- Delegating resolution tasks to other teams as needed for effective and timely resolution.
- Creating and managing service calls to the relevant customer location/transmission sites for effective and timely resolution.
- Positively managing customer expectations and communicating effectively during the troubleshooting process.
- Being the primary contact for partner and direct customer, post service provisioning handoff, for any change requests.
- Relaying information from third-party service partners to key stakeholders in an efficient manner.
- Participating in the 24/7/365 rotating roster.
- Execution of planned maintenance (Firmware upgrades, config changes, spectrum analysis, etc).
- Ensuring that knowledge of internal network monitoring systems and devices remains current and up to date to assist in proactively troubleshooting and escalating faults.
- Identifying and reporting network incidents and potential incidents in a timely manner.
- Monitoring/managing last mile connections proactively and resolving issues before they affect our customers.
- Configuring and commissioning microwave radios.
- Configuration of voice services using Fusion PBX.
- Configuration, Provisioning, and troubleshooting of customer services including L2 VPLS/MPLS, PPPoE, and Direct Internet Access.
- Configure and maintain Microwave PTP radios as per specifications from the Australian Communications and Media Authority.
- Configuration and maintenance and managed routers for business customers.
- Raising and managing incidents in 3rd party portals.
- Escalating third-party service incidents internally and externally.
- Submitting accurate tickets/tasks assigned to the Network Operations Centre team with service level expectations.
- Ensuring the accuracy of data in systems reflecting all relevant, up-to-date information.
- Any other tasks as required.
Qualifications/Experience
- Experience working in a technical operations role implementing, and maintaining networks and systems in a telecommunications company and/or network service provider.
- Experience working with network equipment from vendors such as Cisco (IOS and IOS-XR), Juniper, Huawei, HPE Comware, Mikrotik, A10, Palo Alto, Ubiquiti, Netonix, Eltek, SAIE, SAF, and Ignitenet.
- Experience with service provider network technologies such as BGP, OSPF, MPLS, RSVP-TE, L3VPN, radio PtP/PtMP systems, broadband aggregation, and QoS.
- Experience working with IP SIP and PBX systems, including brands like Fusion.
- Strong focus on customer service and providing excellent service.
- Demonstrated commitment to maintaining up-to-date knowledge of emerging technology/trends.
- Demonstrated ability to be a quick learner easily adapting to emerging requirements and needs.
- Demonstrated ability to work both individually as well as part of a close-knit team.
- Demonstrated ability to plan and organize the achievement of multiple priorities without neglecting any, in a timely manner.
- A confident communicator able to think on his/her feet.
- Ability to reach decisions and make recommendations based on available information.
- Ability to communicate complex technical issues simply, clearly, and concisely.
- Strong, written and verbal communication skills.
- Advanced ability to drive for results and focus on outcomes whilst working autonomously.
- Strong analytical skills.
- Advanced attention to detail and accuracy skills.
- High ability to show initiative and be proactive.
- Willingness to take ownership of network incidents from start to finish (own the resolution not the the cause of the fault).
- Completed or studying intermediate qualifications such as CCNP, and CCDP are desired.
- A degree in communications or telecommunications is desirable.
What We Offer
- Get paid in AUD.
- Remote working.
- Excellent work-life balance.
- Collaborative Work Environment.
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