Role Purpose
The primary role is to assist in the smooth operation of our Global network under the supervision of the NOC Manager. This is a large-scale network expanding from US, UK and Europe and is built on a multi-platform environment. The role is varied and demands a totally flexible approach to all tasks associated with this position. The successful candidate should be comfortable working within an expanded and very fast paced team environment.
Key responsibilities
* Proactive Network Monitoring and troubleshooting
* Fast response times to network related events in line with KPIs.
* Project mastery – deep understanding of the EXA product / technical offerings
* Provide 2nd level technical support for the EXA NOC
* Assisting in customer test & turn-up.
* Mentor and train existing NOC Engineers
* Customer circuit trouble shooting
* Take part in a rotating 24*7*365 shift rota to provide operational coverage.
* Handling customer escalation
* Ensuring customers are updated on technical queries via email, incident management systems and phones.
* Liaising with Teir 3 and Engineering teams to support customer test and turn up for new services.
* Updating tickets in line with Standard Operational Procedures as set out by NOC Manager.
* Maintain Operational standards in line with customer SLA's. i.e. fast response times to customers from incident start time up to incident restoration
* Operational Vendor Management: Handling backhaul network issues with third party providers (DWDM, Dark Fiber, SONET, SDH) – utilizing all escalation points within our partners organization when necessary.
* Report writing and creating / maintaining inventories.
* Non-routine duties will be allocated as deemed necessary.
Individual Profile
Experience
* Good experience working as a NOC engineer for a large-scale Telco is a distinct advantage.
* ITIL or equivalent is an advantage.
* Familiarity with working in Data Centres and Comms Rooms/Exchanges.
* Experience working in a team environment.
Skills
* Solid understanding of Dark fiber, next gen Optical and packet-based technology
* Solid understanding of industry standard testing (RFC2544, BERT, OTDR, COTDR. OSA) and ability to articulate test results.
* Customer Centricity – understanding customers situations, perceptions and expectations.
* Excellent English language (written and spoken) a must
Our working environment
We are committed to working in the location where we do our best work. As a small and growing company with great offices in great locations. This role will be office based.
Here at EXA, we believe the future includes everyone, we are open to all applications to create an environment and culture that includes one and all. We are a proud global community, that wants to drive diversity of thought though our employees and culture. We want you to come as you and make yourself and EXA successful.