Senior Operations Engineer

Job Title          :  NOC Engineer, TX Services

1.         General Function

The NOC engineer is responsible for first line maintenance during fault & event management. The transmission network engineer 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

2.         Major Responsibilities

• Perform 7x24x365 round-the-clock front-line duties in the PCCW Global Network / Service Operations Center
• Investigate transmission network bearer and customer circuit alarms generated from the Network Management and Surveillance Alarm Monitoring Systems for all types of transmission platform deployed by PCCW Global.  e,g DWDM, and SDH transmission network
• Support first-line maintenance and fault diagnostic on network equipment fault and coordinate with Tier-2 and Tier-3 transmission engineering team to arrange faulty equipment replacement
• Troubleshoot on customer-reported circuit fault; carry out diagnosis and testing for fault isolation and resolution
• Implement change of  circuit path to alternate route for service restoration at PCCW Global on-net transmission network
• Ensure customer service reports and enquires are managed promptly and provide periodic response.
• Run appropriated test (eg: Bit Error Rate test, RFC2544 & Y1564 test) for circuit fault finding and verify the connectivity and performance of the International Bandwidth and Ethernet Private lines
• General knowledge on subsea cable system operation
• Communicate with carriers and service partners, internal and external parties to drive for quick problem fixing and service restoration
• Update customer and respective parties on the fault progress and take necessary action and escalation according to the predefined guideline by NOC Management team
• Record down the remedy actions taken in the course of fault management, timelines of progress and reason of outage in the ticket system
• Conduct network and service review to drive for performance improvement
• Carry out Network / Service Operation Center routine jobs as per predefined procedures and work instructions from the NOC Manager
• Comply and act in accordance with PCCW Global Network Operation Center information security policy and PCCW Group policies on Personal Data Privacy
• Support Customer Operation / Change Request / Maintenance activity that coordinates with related party to conduct the customer request and provide promptly and periodically response.
• Other related duties as assigned

1. Job Requirement/Qualification/Skill

• High Certificate / Degree holder or above in Electronic/Information Technology Engineering; OR
• 1 - 3 years 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