IP - SME

Job Purpose

• Fault management for Multivendor Multi-technology IP network
• Responsible for quick restoration of P1/P2 incidents within SLA by applying suitable workarounds/solutions
• Ensure timely management escalations for all P1/Special incidents as per process and provide regular updates

Key Accountabilities / Key Result Areas

• Manage, troubleshoot, and restore faults across multi-vendor, multi-technology IP networks
• Able to understand the overlying services: Voice, Data, and other services and their architecture
• Able to manage ISP and CORE IP network
• Comply with internal systems, procedures, and processes
• Ensure that the team complies with industry standards and best practices like ISO 20K, ISO 27K

Core Competencies, Knowledge, Experience, Technical / Professional Qualifications

Technical Skill Evolution

• Should have 10+ Years of Telecom experience with a minimum 5+ in Incident/Fault Management in IP
• Should have knowledge of routing and switching protocols like BGP, ISIS, Data centre technologies (SDN, VxLAN), OSPF, HSRP, VRRP etc. across CISCO, Juniper, NOKIA
• Should have strong knowledge of IP Network Architecture with services
• Excellent communication and coordination skills; confident and structured when dealing with conflict
• Experience in managing major incidents with a good understanding of business and service impact
• Demonstrate effective stakeholder engagement

Operational Skill

• Able to handle multiple outages at the same time with coordination across relevant stakeholders
• Strong interpersonal and verbal communication skills with good written communication
• Ability to manage shifts, remain calm under pressure, and apply strong problem-solving techniques
• Customer-focused attitude
• Able to take responsibility and motivate team members in difficult or stressful situations

Digital DNA

• Should identify automation opportunities and implement them

Process Enhancement

• Should understand industry standard processes and frameworks like ITIL & ISO
• Should be able to improve and implement the current INM (Incident & Network Management) process
• Always follow HSW (Health, Safety, and Wellbeing) rules

Professional Qualifications

• Candidate must possess an Engineering Bachelor's Degree, Post Graduate Diploma, or Professional Degree in Information Technology or equivalent
• Must have a foundation qualification in ITIL V3

Key Performance Indicators

• Ability to efficiently and effectively perform the technical requirements with strong troubleshooting, problem-solving, and analytical skills
• Ability to prioritize work with a sense of urgency and manage issues/escalations while consistently providing high-quality and standardized professional services
• Ability to work independently with significant attention to detail and perform well under pressure
• Ability to manage shifts, remain calm under pressure, and demonstrate a strong sense of pride and accountability
• Good problem-solving techniques with a strong customer-focused mindset

Skills Required
Ip, Fault Management