Dear Candidate,
Service Restoration Engineer (SRE) - IP and DATA
Support Technical Specialist
Overview:
The Service Restoration Engineer provides second level support to Network Operators and acts as Subject Matter Expert for operations requiring technical added value on a specific technological domain. They intervene and execute in Service Restoration and Fault handling activities. They also carry out proactive analyses in order to improve network performance and assist the planning and development of the customer"s service and network solution.
Key Objectives:
ï Ÿï€ Provides second level subject matter expert support Network Operators
ï Ÿï€ Provide subject matter expertise to specific technology domain
ï Ÿï€ Intervene and execute service provisioning and fault handling activities
ï Ÿï€ Provide pro-active analysis of customer networks to address and improve quality
Position Description:
Roles & Responsibilities:
Service Restoration Engineer is responsible for delivering against the following roles and responsibilities:
ï Ÿï€ Customer service implementation/network service implementation ï Ÿï€ Network event handling
ï Ÿï€ Service restoration
ï Ÿï€ Planned activities and preventive maintenance activities at NOC level ï Ÿï€ Normalization activities at NOC level
ï Ÿï€ Spare parts management coordination
Skills & Knowledge:
The Service Restoration Engineer has a strong understanding of:
ï Ÿï€ Detailed knowledge of specific technology domain with experience in providing Tier 2 /
Tier 3 technical support to network problem management
ï Ÿï€ Experience in prioritizes time allocation against critical tasks, and troubleshooting
capability through to resolution of the requisite management of additional escalation for support
ï Ÿï€ A constantly changing environment and is able to relate impacting issues and risks to
customer, understanding their business implications.
ï Ÿï€ Working in a multi-customer, multi-vendor, multi-technology environment
Recruitment Synopsis:
In order for the Service Restoration Engineer to generate success in this role, they must:
ï Ÿï€ Understands the responsibility associated with being a subject matter expert within a
technology domain and proactively promotes knowledge sharing and peer development
ï Ÿï€ Is results focused and understands criticality of meeting customer SLA and KPI
requirements
ï Ÿï€ Is fully aware of the impact of delivering quality of service to our customers, and has
the ability to motivate resources to achieve best in class network operations results
ï Ÿï€ Strong communication skills (verbal and written), including influencing those not under
their direct control.
ï Ÿï€ Has the ability to assess priorities and act appropriately to meet customer
commitments and requirements
Domain expertise - Data
To install, configure, and operate multi-vendor LAN and WAN interconnecting network equipment To understand network connectivity and implementation utilizing multiple protocols, topologies, routers, hubs, switches and bridges
To provide design requirements for data connectivity networks
To implement IP based voice/data network solutions, connectivity, expansion and conversions
from LAN to WAN, internet access, VPN, Voice over IP, SNMP, T1/E1, ISDN, DSL, ATM, Frame Relay, Cable Modem and analog remote/local access capacities
To provide fault resolution for the following networks and technologies: Sonet, SDH, PWDM, DWDM, BLSR, UPSR, T1, T3, OC3, oc12,oc48,oc192, ATM, LAN, WAN, MPLS, MSS 'Multi Service Switch' GBE and HFC
To understand and logically address a complex network consisting TCP/IP, IPX/SPX, ATM and legacy SNA protocols
To provide configuration management via provisioning in circuit databases and remote soft cross connect provisioning
To explain the differences between frame and cell, data packet encapsulation methods. (Including but not limited to Token Ring, Ethernet, FDDI, ATM, Frame Relay, PPP, ISDN)
To architect network topologies
To clearly understand and implications of different TCP/IP routing protocols. (OSPF, RIP, RIP v2, BGP, EGP, EIGRP, etc...)
Domain expertise - VoIP
To understand the hardware and software that enables customers to use the Internet as the
transmission medium for telephone calls in compliance with International Telecommunications Union Telecommunication Standardization Sector (ITU-T) specification H.323.
To understand and explain how voice data flows over a general-purpose packet-switched network, instead of the traditional dedicated circuit-switched voice transmission lines.
To provide fault resolution using the following VoIP protocols (SIP, RTP, g.711, g.729, H.323, etc) System, Partition and Class Of Service definition
Subscriber provisioning and troubleshooting
Software update and patch application
Tier 2 customer support
To understand how C7 / SS7 is implemented to provide out-of-band signaling and a data interface between phone company switches to reduce congestion in the PSTN
To use Unix and Solaris technical knowledge to resolve complex VoIP network issues
To understand and implement EBS/iMerge, Avaya VoIP PBX, Cisco Call Manager, Kagoor/Juniper SBC, Acme SBC, Edgemarc ALS, Audiocode gateway, APX 8000, and Cisco 5400 gateway
Education Requirements:
BE (E&C) or Bachelor of Science Degree in Computer Science or related field (preferred but not required)
Qualifications/Experience Required:
* 5+ years of relevant experience
* Good understanding of networking or telecommunications principles
* Customer interaction experience
* Experienced in RDC/ NOC environment
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