AGM - 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 work around/solution.
• Ensure timely management escalations for all P1/Special incidents as per process and regular update

Key Accountabilities / Key Result Areas

• Manage, troubleshoot & 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 and ensure that the team comply with industry standards and best practices like ISO20K, ISO27K

Core Competencies, Knowledge, Experience, Technical / Professional Qualifications

Description

Technical skill evolution

• Should have 10+ Years of Telecom experience with 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 etc.
• 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 good understanding of business and service impact.
• Demonstrate effective stakeholder engagement

Operational Skill

• Able to handle multiple outages at same time with coordination with relevant stakeholders
• Strong interpersonal & verbal communications with good written skills.
• Ability to manage shifts, Calm under pressure, Good problem-solving techniques and Customer focused
• Able to take responsibility and motivate team members in difficult or stressful situations

Digital DNA

• Should identify automation opportunity and implement it.

Process enhancement

• Should understand industry standard process and framework like ITIL & ISO.
• Should be able to improve and implement the current INM process
• Familiar with ISO 27001 & the process of ISO 20000 audit and compliance
• Always follow HSW rules

Core Competencies, Knowledge

Professional Qualifications

• Candidate must possess engineering bachelor's degree, Post Graduate Diploma, Professional Degree in Information Technology or equivalent
• Must have foundation qualification in ITIL V3

Key Performance Indicators

• Ability to efficiently and effectively perform the technical requirements with troubleshooting, problem solving, and analytical skills
• Ability to prioritize work with a sense of urgency and manage issues /escalations to consistently provides high quality and standardized professional services
• Ability to work independently with a significant attention to detail & Ability to work under pressure.
• Ability to manage shifts, Calm under pressure, Conscientious with a strong sense of pride and accountability,
• Good problem solving techniques and Customer focused

Skills Required
Fault Management