Sr Customer Service Executive - Network Operations & Support

About the role

Enterprise Services Provisioning, Testing, and Migration Engineer

Location: Pune Experience Level: 4–6 years Customer-Facing Role: Global Clients/Customers

Role Overview

The Enterprise Services Provisioning, Testing, and Migration Engineer will be responsible for provisioning, configuring, and troubleshooting access network 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.
• 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 with enterprise voice switching and provisioning.
• 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
• Knowledge of scripting and Excel VBA for automation.
• 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.

Required Skills

• network operations
• network support
• mpls
• ip network
• network provisioning
• carrier ethernet
• ip routing
• switching
• enterprise voice switching
• enterprise voice provisioning
• sip pri