Global Data Services, End-to-End Connectivity (Domestic & International), Broadcasting Transmission Support, MPLS, POTN/DWDM Systems

Role Summary:

This role is responsible for the end-to-end monitoring and management of high-priority private networks and services under stringent SLA commitments. The engineer will oversee proactive and reactive operations support, ensuring service continuity, timely resolution of issues, and alignment with defined performance metrics.

Duties & Responsibilities:

• Perform L1/L2 troubleshooting, incident management, and escalation coordination

• Operate within a 24/7 shift-based NOC environment

• Analyze and resolve incidents or escalate to appropriate operational teams; follow through until resolution

• Liaise with vendors, international carriers, and partners for issue resolution

• Conduct root cause analysis and recommend/implement proactive maintenance actions

• Generate and maintain service availability and incident reports

• Ensure end-to-end incident closure and deliver RCA/post-mortem reports

• Prepare weekly/monthly operational performance and SLA compliance reports

• Support change management tasks within NMS platforms

• Ensure high network resilience and contribute to disaster recovery planning

• Track and achieve defined operational KPIs

• Coordinate and manage international carrier change requests and planned maintenance

• Manage vendor performance reviews and ensure SLA compliance

• Support cloud and data center-related operations as required

• Lead or assist in video network service delivery using SDH networks, Nimbra, encoders, decoders, IP switches, routers, WAN optimization tools, satellite receivers, and other broadcasting hardware

• Oversee submarine cable systems and global NOC operations, ensuring optimal performance of multi-vendor optical systems (Huawei, Nokia, Infinera, Ciena, etc.)

• Operate and utilize various network monitoring and service management tools such as CRM systems, Service Manager, NMS, Riverbed Steelhead, Spectrum, and Nimbra SD-WAN solutions

Qualifications & Experience:

• Minimum 5 years of experience in a similar role

• Diploma in Telecommunications or Engineering, with relevant certifications (e.g., Cisco, POTN, DWDM, SDH)

• Solid knowledge of telecom network monitoring and alarms handling

• Experience coordinating with field-level teams for fault troubleshooting

• Familiar with MPLS, IP, and global connectivity services (IPLC, ISP, cloud networks)

• Understanding of data center, media cloud, and B2B operations

• Familiar with configuration management and change implementation within network environments

• Proficient in managing SLAs, performance metrics, and vendor relationships

• Strong analytical and communication skills

• Able to work in high-pressure, shift-based environments

Skills & Tools:

• Proficiency in Microsoft Office Suite

• Strong IT and computer literacy

• Familiarity with ITIL practices