Key Responsibilities by Category:

Experience Level (SA/APM & PM)

- 5–10 years in Network Operations within Telecom or ISP environments.
- Proven ability to troubleshoot and repair Ethernet/IP circuits at the service and circuit levels.

Customer Circuit Support
Provide Tier 2/3 support for escalated network and customer incidents.

- Communicate directly with enterprise customers, offering timely updates and resolutions.

Network Equipment Support

- Configure, install, and maintain network devices (Routers, Switches, NIDs).
- Work with platforms such as Juniper /Cisco/Nokia/Ciena/Accedian.

Hardware Lifecycle Management: Execute and oversee critical hardware interventions, including the replacement of core routers, line cards, and associated network components

Protocol Troubleshooting

- Diagnose and resolve issues related to BGP, MPLS, Ethernet Switching, VLANs, STP, LAG.
- Utilize CLI and SNMP-based tools for analysis and troubleshooting.

Fiber Testing & Diagnostics

- Conduct RFC 2544 testing and validate network throughput.
- Assist field engineers with OTDR testing for fiber faults.

NOC Monitoring & Escalation

- Monitor alarms and performance metrics in a 24x7 NOC environment.
- Escalate complex issues to senior engineering teams or external vendors.

Technical Escalation: Efficiently manage the escalation matrix,



liaising with senior engineering architecture teams or third-party vendors for critical hardware and software anomalies

Documentation & Reporting

- Log diagnostics, resolutions, and RCA in ticketing systems.
- Maintain explicit incident reports and resolution timelines.

Cross-Functional Collaboration: Coordinate seamlessly with Field Operations, Provisioning, and Core Engineering teams to optimize service delivery and restoration timelines

Customer Communication

- Provide professional, timely, and clear communication to customers and internal stakeholders.
- Maintain high standards in both written and verbal communication.

Technical Proficiency

- Hands-on experience with Juniper, Cisco, Nokia, Accedian, Ciena.
- Exposure to Telco infrastructure, FTTx, DWDM is a plus.

Certifications (Preferred)

- Cisco: CCNA/CCNP, Juniper: JNCIA/JNCIS, Nokia certifications preferred.

Tools & Testing Experience

Proficiency with diagnostic and benchmarking tools including OTDR, iPerf, Wireshark, and various vendor-specific network management systems (NMS)

Soft Skills

- Strong analytical, troubleshooting, and documentation abilities.
- Calm and effective under pressure in high-availability environments.

Communication

- Excellent verbal and written English communication skills.

📌 Senior Analyst (Mumbai)
🏢 eClerx
📍 Mumbai