Senior Operations Engineer

PCCW Global is a leading telecommunications provider, offering the latest voice and data solutions to multi-national enterprises and communication service providers. Our truly global coverage combined with local, on the ground knowledge has helped us build best in class connections across the globe linking Asia-Pacific, Europe, the Americas, the Middle East and Africa.

About Console Connect by PCCW Global

Console Connect by PCCW Global is a platform for the Software Defined Interconnection® of applications and infrastructures. It allows users to self-provision private, high-performance connections among a global ecosystem of enterprises, networks, clouds, SaaS providers, IoT providers and applications providers.

Job Title :  Senior Operations Engineer (TX)

General Function

The Senior Operations Engineer is responsible for first line maintenance during fault & event management and he / she is responsible for timely identification/resolution of network and customer faults and outages as well as supporting the overall PCCW Global Network / Service Operations Center

Major Responsibilities

• Provide 24/7/365 front-line support in the PCCW Global Network and Service Operations Center.
• Monitor and investigate transmission network bearer and customer circuit alarms generated by Network Management and Surveillance Alarm Monitoring Systems across all PCCW Global transmission platforms (e.g., DWDM, SDH, OTN..etc).
• Perform first-line maintenance and fault diagnostics on network equipment; coordinate with Tier-2 and Tier-3 transmission engineering teams for equipment replacement.
• Troubleshoot customer-reported circuit faults, including diagnosis and testing for fault isolation and resolution.
• To communicate with off-net partner/service partner to perform fault isolation
• Implement circuit path changes to alternate routes for service restoration within PCCW Global’s on-net transmission network.
• Ensure timely handling of customer service reports and inquiries, providing regular updates.
• Conduct appropriate tests (e.g., Bit Error Rate, RFC2544, Y.1564) to identify circuit faults and verify connectivity and performance of international bandwidth and Ethernet private lines.
• Trigger escalation to other stakeholders
• Maintain some basic knowledge of subsea cable system operations.
• Communicate effectively with carriers, service partners, and internal/external stakeholders to expedite fault resolution and service restoration.
• Provide status updates to customers and relevant parties on fault progress; take necessary actions and escalate issues according to NOC Management guidelines.
• Document all remedial actions, progress timelines, and outage reasons in the ticketing system.
• Participate in network and service reviews to drive performance improvements.
• Perform routine Network/Service Operations Center tasks as per established procedures and instructions from the NOC Manager.
• Comply with PCCW Global Network Operation Center information security policies and PCCW Group personal data privacy guidelines.
• Support customer operations, change requests, and maintenance activities by coordinating with relevant parties and providing timely updates.
• Handle escalated and ageing tickets, perform ticket scrubbing, and drive timely resolution
• Carry out other related duties as assigned.

Job Requirement/Qualification/Skill

• High Certificate / Degree holder or above in Electronic/Information Technology Engineering; OR
• At least 3 years or more of direct telecom, networking or Internet Service Provider experience (strong technical education/training/aptitude will be considered in lieu of work experience)
• MEF-CECP, CCNA desired or other advanced technical/networking certifications
• Above average technical knowledge accompanied by excellent trouble shooting skills
• Basic knowledge of Submarine cable system, TDM, T1/T3, E1/E3, STM1 to STM16/ OC03 to OC192 / OTU4, TCP/IP, BGP, VPN, MPLS, routing/switching
• Proficient with standard network systems and software, i.e. NMS, Visio, Remedy, NetCool
• Proactive/self-starter able to follow direction, processes and procedures
• Good oral/written communications skills (clarity and conciseness)
• Detail oriented and organized with the flexibility to manage multiple priorities effectively
• Analytical problem solving skills with an ability to get to the root cause quickly
• Strong customer service orientation