Lead - SME IP B2B SD, NOC - Delivery Experience

Job content

Working Experience Must have:

• 5-9 years of work experience with a large telecom service provider in global business environment with rich solid experience in handling Services (MPLS/Internet/P2P) creation as well as modification/migration of these services.
• Must have hands-on experience on routing troubleshooting as well as protocols such as BGP, ISIS, OSPF, Multicasting
• Solid Work experience in ISP / MPLS large enterprise or Service provider network. Hands On troubleshooting skills on atleast TWO Routing Platforms (Cisco ASR9k/Juniper/Nokia/Huawei)
• Valid CCNP/JNCIP Certified will be preferred.
• Able to work on existing solutions and/or understand & ensure First-Time-Right Implementation of New/Bespoke solutions to internal / external customers.
• Proficient in technologies such as L3VPN / L2PVN / Multicast etc. Description for Internal Candidates
  

Purpose of the Job (Brief)

First Time Right Customer Services construct build-up for MPLS/Internet/P2P Services across atleast TWO Network Routing Platforms from Cisco ASR9k/Juniper/Nokia/Huawei. Would be responsible for Standard-Operating-Procedure & Method-of-Procedure build-up for standard & bespoke solutions like Dual-HUB/Spoke, DC/DR Implementation for L3VPN with regional preference, Multicast VPN Implementation, L2(Point-to-Point), VPLS(Multipoint-to-Multipoint). Must have extensive hands-on experience on protocols & Solutions around BGP, L3VPN, L2VPN, FAT Solution, Multicast, DHCP, DNS, NAT, BFD, Application-aware Routing, QoS, BGP-based Communities & Routing-Policies creation/ modification. Responsible for Configuration, Migration & Troubleshooting of the aforesaid services. Candidate must be preferably CCNP/JNCIP Certified.

Interlock with OEM’s and other Internal stakeholders within NOC/Planning/Business Teams and assisting the Functional Head in driving continuous improvement over having streamlined & First Time Right handling of Service Provisioning, Customer circuits migration/customer activities in order to meet improvement across customer services issues during delivery phase so that target CTQ’s set for NOC Provisioning are being met & all digital Tools/Systems are being adopted within Team.

Deliverables (Maximum 5-6 key responsibilities)

Expected Key Results

Activities

Operations Management and excellence

Consistently handling complex cases, enabling Team and documenting all service scenarios appropriately.

Coach, train and develop self as well as Team on current and future delivery requirements under leadership of Function Head and ensure proficiency in 24x7 Customer Provisioning as well as changes to customer circuits.

Service Excellence and improved customer satisfaction

Customer query resolution, scheduling/closure of customer activities within expected timelines for Enterprise, Mobility and Tele-media and improving further performance in terms customer delight.

Execute, trigger and follow up all required actions to ensure timely addressing of customer needs for required Change Management.

Timely Incident Notification

To ensure that all requisite “customer” entities within the company are advised of start/closure of Customer Change Management activities.

Enforce Process Controls

Enforce adherence to company policies, processes and procedures to eliminate non-compliance.

Staff Engagement

Actively participate in employee performance reviews in accordance with the HR policies.

Network Performance Reporting and vendor management

Provide Service Delivery/Provisioning simplification/digitization feedback to the NOC management team

Develop progress reports and statistical reports as required, for management review.

Managing Partners & Peers to achieve better productivity & thereby the business goals.

Demonstrate (Key competencies)

Systematic and analytical thinking

Ability to execute

Empowering and mentoring

Focus on customer delight

Educational Level

Must Have

B.E - ECE / CS

We are a fun-loving, energetic and fast growing company that breathes innovation. We strive to give an unparalleled experience to our customers and win them for life. One in every 24 people on this planet is served by Airtel.

Here, we put our customers at the heart of everything we do. We encourage our people to push boundaries and evolve from skilled professionals of today to risk-taking entrepreneurs of tomorrow.

We hire people from every realm and offer them opportunities that encourage individual and professional growth. We are always looking for people who are thinkers & doers; people with passion, curiosity & conviction; people who are eager to break away from conventional roles and do ’jobs never done before’ .