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 clear 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 explicit communication to customers and internal stakeholders.
• Maintain high standards in both written and verbal communication.

Technical Proficiency
• Ha

📌 Senior Analyst (Mumbai)
🏢 eClerx
📍 Mumbai