Engineer Network Services Tier 2 - APAC

Job Responsibilities

Role Overview:

• Technical support resource equipped with data network and voice competency skill to Respond and Resolve customer service incident issue. 

• Member to Tier-2 team operation in APAC time zone, working with functional team in AMERS and EMEA region, providing seamless global support to our customers.

• Collaborate with GSOCTier-1 team on reported incident cases, provide advanced technical assistance and resolution to remediate incident as part of service assurance excellence. 

• Work from office in early and late shift schedule arrangement within local time of 7am to 7pm.

• Resource required to work on weekend/public holidays or emergency responding to customer escalation after work hours.

• Standby for call out support after work hours including weekends and public holidays as necessary to address emergencies.

Incident Management

• Monitor proactive alerts and alarms from IPC Network Monitoring System (NMS), respond and initiate relevant service diagnosis and rectification to correct and resolve service-related issues.

• Ensure customer incidents are resolved within service level timeframes, provide timely technical updates on IPC global incident management system.

• Respond to customer escalations and engage support calls with network carriers and/or IPC customers to achieve meaningful resolution.

Network Management

• Managing core and edge devices, including routers and switches of Cisco and Nokia, optical platform, Session Border Controller (SBC) and SIP based devices/platform.

• Ensure compliance of network appliance operating and adhering to IPC Global Engineering standards.

• Conduct network health check for start and end of shift with documentation handover.

• Maintain up to date online documentation, network schematics and its data elements in database related to network changes.

• Support customer request of measurement reports relating to network health.

• Perform audit checks and implement fix based on IPC custom audit tools

Change Management

• Collaborate with other functional teams on faulty hardware replacement to ensure service restoration.

• Initiate change control relating to change on network service modification, address network capacity and service incidents.

• Perform upgrades and change control on weekends covering production devices/services.

• Perform emergency changes on demand with authorized IPC internal approval.  

Essential Skills and Experience to be Successful in this Role:

• University degree or equivalent Experience in Network Engineering with 

• Minimum 5 years’ experience in the Technology environment

• Experience in the Telecommunication field with extensive knowledge in a wide portfolio of technology and products across IP, SIP Voice and DWDM platforms.

• Good working knowledge of Cisco (Minimum CCNP), Nokia (NRS), and DWDM optical based equipment.

• Proven competency in supporting L2 and L3 routing and switching and MPLS technology

• Experience with SIP technology is required

• Knowledge of Financial Markets Data such as service feeds will be advantage.

• Excellent communication skills and ability to be key player working together with highly motivated team to support the business.

• Resourceful and good initiative in resolving complex issues relating to role support.

• Absolute proactive approach to incident management and service resolution.

• Excellent organizational skills and able to work independently.

• Oracle Metasolv experience desirable