Platform Operations Engineer

3 days ago

Manila, National Capital Region, Philippines HTK Full time

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Platform Operations Engineer

The NOC is the focal point for monitoring and managing the status of the Console Connect services, receiving support calls for connectivity issues, performing incident management and service restoration activities using a suite of automation tools and working with long haul carriers. The NOC also provides proactive problem management and customer reporting.

Service issues that cannot be resolved by the Tier 1 and 2 support are escalated to internal Tier 3 support for advanced troubleshooting and resolution.

The Console Connect Support Engineer will play a leading role in providing the necessary customer support functions to Console Connect platform and the associated products and services including overseeing complex network components and are responsible for network management activities.

The Console Connect NOC team will engage with customers, internal team and suppliers to perform troubleshooting, diagnosing and resolving network issues on a daily basis, including maintaining customer network services within the PCCW organization.

The Console Connect Support Engineer works in close cooperation with all support functions, data centre partners, data centre providers, and development teams to provide technical end-user support, performing troubleshooting, and resolving network issues.

To ensure success as a Console Support Engineer, you should demonstrate a solid knowledge of network infrastructure and be someone whose expertise results in a stable, fast and secure network environment.

Key responsibilities include managing and handling customer enquiries, troubleshooting issues relating to Console Connect usage, product and service.

Responsibilities:

  1. Support users on the Console Connect platform and assist them in using the various features and functionality of the Console Connect SDN platform, from how to sign up, to ordering ports, virtual connect, cloud service (Azure, AWS, Google, Tencent, AliCloud) benefits, how to use, pricing.
  2. Ticket creation and tracking, progress updates, case documentation, escalation, coordination of resources to resolve.
  3. Evaluate issues proactively identified or reported. First level deep dive of the issue, action prioritization and establishment of the corrective actions required or temporary workarounds.
  4. Primarily deal with users, customers, vendors, IPCE/CE engineers and the whole technical team (TAC).
  5. Troubleshoot Layer 2, Layer 3 network faults, cloud service connectivity issues, x-connect with Data Centre Partners and Local Loop issues with our PTT providers.
  6. Handle and manage inbound customer communication (Email, Chat, Slack notification), and inbound calls when needed.
  7. Compile detailed incident reports upon customer or management request.
  8. Manage and resolve all issues promptly, and drive innovative solutions to ensure operational excellence, best-in-class customer service, and continuous process improvements.
  9. Escalate high priority incidents and major events not resolved within defined timeframe to team leaders and senior level management teams.
  10. Service and alert monitoring, taking the necessary corrective action to inform our customers and troubleshoot.
  11. Ensure high customer satisfaction by resolving issues in a timely manner and minimizing business impact.
  12. Enhance network knowledge base, as well as document network processes, repairs, and lessons learned.
  13. Pursue any other related activities as directed by superiors.
  14. Keep informed of advancements in network infrastructure and technologies.
  15. Be prepared to work shifts or on-call availability outside of business hours to resolve urgent network issues.
  16. Maintain operational awareness and keep the manager well informed regarding network issues including MTTR, provisioning, personnel issues, SLA compliance, required reporting, large scale outages, and customer satisfaction issues.

Required Qualifications:

  1. Must have excellent communication skills and the ability to interact positively with the customer at all levels.
  2. Able to verbalize and explain complex faults, queries and technical issues in simple terms.
  3. Great interpersonal, communication, and collaboration abilities.
  4. 2 years of Service Provider technical NOC experience, with a strong network troubleshooting background.
  5. Proven team player, well organized, self-motivated, shares ideas.
  6. Advanced knowledge of network technologies, connectivity and protocols.
  7. Superb analytical and problem-solving skills and able to address situations independently.
  8. The candidate will have worked in a Service Provider NOC environment with experience in MPLS L2/L3 troubleshooting; have worked with cloud services, multi-cloud support such as Azure, Google, IBM etc.

Skills & Experience:

  1. Good understanding of L2, L3, MPLS, Cloud, multi-cloud, Internet/IP and understanding of IP Networks, including VLANs.
  2. Knowledge of NOC ticketing systems (e.g., Remedy or similar), Jira services handling and Service Provisioning processes.
  3. A minimum of two years' experience as a NOC technician, or similar.
  4. Customer service focus. Ability to diffuse difficult situations and be flexible and creative in dealing with customers positively.
  5. Good attention to detail, meticulous, and follows through on tasks.
  6. Self-motivated, focused, and takes active interest and ownership.
  7. Excellent organizational and time management skills.

Desired Qualifications:

  1. Experience in a Service Provider Network NOC, good knowledge of customer service practices, troubleshooting.
  2. Bachelor's degree in computer science, information science, or specialization in network engineering.
  3. Certified Cisco CCNA, or Microsoft network professional preferred.
  4. Experience in first line support for layer 2, layer 3 services, worked with x-connect, local loop troubleshooting, understanding of BGP, multi-cloud etc.
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