Sr Customer Service Executive - Network Operations & Support

Job Summary

Role Overview: Enterprise Services Provisioning, Testing, and Migration Engineer will be responsible for provisioning, configuring, and troubleshooting access network and services for enterprise customers. The role demands a strong technical foundation in Carrier Ethernet, IP routing, and switching, alongside the ability to manage escalations and support field engineers. This is a hands-on role requiring adherence to agile delivery processes, stakeholder communication, and the flexibility to work in secure environments or shifts.

Key Responsibilities

• Provisioning: Provision and configure access networks manually and through automation tools.
• Engage with relevant workgroups to ensure that Outages Migration activities will improve Network performance, remove legacy platforms, and consolidate Network resources whilst ensuring minimum impact and disruption to End Users and other Customer platforms.
• Identify and resolve network provisioning failures, determining root causes and recommending corrective actions.
• Support field engineers remotely for commissioning new services.
• Optimize provisioning processes for agile and timely delivery.
• Manage escalations within the team and ensure clear communication with stakeholders.
• Testing and Migration: Perform throughput and performance testing using tools like Wireshark and Geoprove.
• Troubleshoot enterprise voice provisioning issues, including SIP PRI.
• Conduct network validations and assist in migrations with minimal service interruptions.
• Collaboration: Engage with global customers, providing regular updates on provisioning and testing.
• Work closely with cross-functional teams to deliver end-to-end enterprise network solutions.
• Ensure compliance with workplace health and safety (WHS) policies.

Additional Requirements

Work shift hours as required, including in secure rooms if necessary.

Required Skills and Experience

• Strong expertise in Carrier Ethernet, IP management, routing, and switching.
• Proficiency in networking protocols such as VLAN encapsulation, MPLS, L2/L3 VPN, BGP, OSPF, Static Routing, and IPv4/IPv6.
• Experience in working on various Vendor platforms, Transmission systems and Network management system applications such as Huawei U2000, Cisco EPM, Nokia NFM, and TeMIP.
• Experience working in access aggregates Cisco ASR, Juniper and Huawei, IP access routers CISCO NCS540, ASR903.
• Experience with enterprise voice switching and provisioning - C20, Ribon SBC, Ribon PSX.
• Excellent troubleshooting skills, with the ability to articulate issues clearly.
• Hands-on experience with packet tracing and analysis tools like Wireshark and Geoprove.

Preferred Qualifications

• Certifications: CCNA/CCNP.
• Adaptability to flexible time schedules and the ability to work independently.
• Effective verbal and written communication skills.
• "Can-do" attitude with excellent time management and multitasking capabilities.
• Workplace Health and Safety (WHS) Responsibilities: Actively contribute to maintaining a safe and compliant workplace. Adhere to all workplace health and safety standards.
• Flxible to work in Australian Business Hours (03:30 AM to 12:30 PM IST / 02:30 AM to 11:30 AM IST).