Associate Process Manager

IP Customer Job Description **Job Summary:** We are seeking a high-caliber **Network Support Engineer** with advanced, hands-on experience in IP/Ethernet networks, core-layer fault diagnosis, and complex infrastructure troubleshooting. The ideal candidate will possess a strong background in Tier 2/Tier 3 support within a telecom-grade NOC setup, demonstrating the technical maturity required to handle complex network isolation, core hardware replacements, and critical incident management. **Key Responsibilities by Category:** **Experience Level (SA/APM & PM)** - 5–10 years in Network Operations within Telecom or ISP environments. - Proven ability to troubleshoot and repair Ethernet/IP circuits at the service and circuit levels. **Customer Circuit Support** Provide Tier 2/3 support for escalated network and customer incidents. - Communicate directly with enterprise customers, offering timely updates and resolutions. **Network Equipment Support** - Configure, install, and maintain network devices (Routers, Switches, NIDs). - Work with platforms such as **Juniper /Cisco/Nokia/Ciena/Accedian**. **Hardware Lifecycle Management****:** Execute and oversee critical hardware interventions, including the replacement of core routers, line cards, and associated network components **Protocol Troubleshooting** - Diagnose and resolve issues related to **BGP, MPLS, Ethernet Switching, VLANs, STP, LAG**. - Utilize CLI and SNMP-based tools for analysis and troubleshooting. **Fiber Testing & Diagnostics** - Conduct **RFC 2544** testing and validate network throughput. - Assist field engineers with **OTDR** testing for fiber faults. **NOC Monitoring & Escalation** - Monitor alarms and performance metrics in a 24x7 NOC environment. - Escalate complex issues to senior engineering teams or external vendors. **Technical Escalation****:** Efficiently manage the escalation matrix, liaising with senior engineering architecture teams or third-party vendors for critical hardware and software anomalies **Documentation & Reporting** - Log diagnostics, resolutions, and RCA in ticketing systems. - Maintain clear incident reports and resolution timelines. **Cross-Functional Collaboration**: Coordinate seamlessly with Field Operations, Provisioning, and Core Engineering teams to optimize service delivery and restoration timelines **Customer Communication** - Provide professional, timely, and clear communication to customers and internal stakeholders. - Maintain high standards in both written and verbal communication. **Technical Proficiency** - Hands-on experience with **Juniper, Cisco, Nokia, Accedian, Ciena**. - Exposure to **Telco infrastructure, FTTx, DWDM** is a plus. **Certifications (Preferred)** - Cisco: **CCNA/CCNP**, Juniper: **JNCIA/JNCIS**, Nokia certifications preferred. **Tools & Testing Experience** Proficiency with diagnostic and benchmarking tools including OTDR, iPerf, Wireshark, and various vendor-specific network management systems (NMS) **Soft Skills** - Strong analytical, troubleshooting, and documentation abilities. - Calm and effective under pressure in high-availability environments. **Communication** - Excellent verbal and written English communication skills. **About eClerx** eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we b…