IP - SME

Job Purpose Fault management for Multivendor Multi-technology IP network Responsible for quick restoration of P1/P2 incidents within SLA by applying suitable workarounds/solutions Ensure timely management escalations for all P1/Special incidents as per process and provide regular updates Key Accountabilities / Key Result Areas Manage, troubleshoot, and restore faults across multi-vendor, multi-technology IP networks Able to understand the overlying services: Voice, Data, and other services and their architecture Able to manage ISP and CORE IP network Comply with internal systems, procedures, and processes Ensure that the team complies with industry standards and best practices like ISO 20K, ISO 27K Core Competencies, Knowledge, Experience, Technical / Professional Qualifications Technical Skill Evolution Should have 10+ Years of Telecom experience with a minimum 5+ in Incident/Fault Management in IP Should have knowledge of routing and switching protocols like BGP, ISIS, Data centre technologies (SDN, VxLAN), OSPF, HSRP, VRRP etc. across CISCO, Juniper, NOKIA Should have strong knowledge of IP Network Architecture with services Excellent communication and coordination skills; confident and structured when dealing with conflict Experience in managing major incidents with a good understanding of business and service impact Demonstrate effective stakeholder engagement Operational Skill Able to handle multiple outages at the same time with coordination across relevant stakeholders Strong interpersonal and verbal communication skills with good written communication Ability to manage shifts, remain calm under pressure, and apply strong problem-solving techniques Customer-focused attitude Able to take responsibility and motivate team members in difficult or stressful situations Digital DNA Should identify automation opportunities and implement them Process Enhancement Should understand industry standard processes and frameworks like ITIL & ISO Should be able to improve and implement the current INM (Incident & Network Management) process Always follow HSW (Health, Safety, and Wellbeing) rules Professional Qualifications Candidate must possess an Engineering Bachelor's Degree, Post Graduate Diploma, or Professional Degree in Information Technology or equivalent Must have a foundation qualification in ITIL V3 Key Performance Indicators Ability to efficiently and effectively perform the technical requirements with strong troubleshooting, problem-solving, and analytical skills Ability to prioritize work with a sense of urgency and manage issues/escalations while consistently providing high-quality and standardized professional services Ability to work independently with significant attention to detail and perform well under pressure Ability to manage shifts, remain calm under pressure, and demonstrate a strong sense of pride and accountability Good problem-solving techniques with a strong customer-focused mindset