IP Operations Engineer

1 day ago

Manila, National Capital Region, Philippines HTK Full time $60,000 - $80,000 per year

Select how often (in days) to receive an alert:IP Operations EngineerOverview: Console Support Engineer will play a leading role in providing customer support functions for PCCW Global's SDN platform, Console Connect, and related products and services. The engineer will collaborate with internal support teams, data centre partners, product managers, and developers. Key responsibilities include network alert monitoring, managing enquiries, troubleshooting Console Connect UI issues, and handling projects such as cross connects and local loops.

Candidates should have experience in a Service Provider NOC environment, MPLS L2/L3 troubleshooting, and cloud services like Azure, Google, IBM, etc. Responsibilities:Support users on the Console Connect platform, assisting with features, sign-up, port ordering, virtual connect, cloud services, and pricing. Proactively evaluate and report issues, perform initial troubleshooting, and implement corrective actions or workarounds.

Troubleshoot Layer 2/3 network faults, cloud connectivity issues, x-connects, and local loop problems, including root cause analysis. Manage inbound customer communications via email, chat, Slack, and calls. Create and track tickets, update progress, document cases, escalate issues, and compile incident reports.

Escalate high-priority incidents to management. Monitor services and alerts, take corrective actions, and troubleshoot problems. Ensure high customer satisfaction by resolving issues promptly and minimizing business impact.

Lead in executing, monitoring, and planning service delivery, including onboarding new customers. Be prepared to work shifts. Required Qualifications:Excellent communication skills, ability to explain complex issues simply.

At least 2 years of Service Provider NOC experience with strong network troubleshooting skills. Team player, organized, self-motivated, and collaborative. Skills & Experience:Understanding of Layer 2, Layer 3, MPLS, Cloud, multi-cloud, Internet/IP.Experience with NOC ticketing systems like Remedy or Jira, and service provisioning.

Troubleshooting WAN-related problems. Customer-focused, capable of handling difficult situations positively. Detail-oriented, meticulous, and proactive.

Self-motivated and responsible. Desired Qualifications:Experience in a Service Provider NOC, with knowledge of customer service and troubleshooting. Experience with Layer 2/3 services, x-connects, local loops, BGP, multi-cloud environments.

Knowledge of coding or programming is a plus. Good command of English. Cisco CCNA certification is a plus.

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