Operations Specialist, IP

Team Description & Purpose of Role

The Enterprise Operations Center team manages and maintains Interoute’s pan-European network on extended schedule. The team are a highly skilled, intelligent and efficient break/fix organisation with a customer centric focus serving Interoute’s Premium customer base.

The Team has a strong focus on consistency and process, working in conjuction with other areas of the Interoute business to deliver a world-class customer experience

The Enterprise Operations CENTER team are responsible for the overall technical and operational quality and handling of incidents and problems. The team hold the responsibility for technical validation and analysis, communication with customers and thrird parties, both vendors and suppliers, and the ultimately the customer satisfaction of Interoute’s Premium customer base.

Job Responsibilities

Overall responsibility: Technical and Operational validation,
Acting as a technical and operational interface with other departments and 3rd parties, representing the Interoute Premium Support CENTER team.

• break/fix support for customer services across the International network
• Owns incidents, resolves them swiftly and drives through to final fix, working with customers and other internal and external teams as appropriate.
• Escalation to vendor support and other internal teams to ensure prompt and satisfactory resolution of issues.
• Provides concise and relevant action plans for teams to resolve network and customer issues efficiently..
• Communication and documentation of customer- and service-specific support information.
• Uses detailed understanding of operational capabilities to support operations acceptance of new infrastructure and non-standard bids.
• Pro-active problem management based on technical and trend analysis to ensure service stability and preventative action taken where possible
• Configuration of network elements and migration of services
• Technical review of key network management systems.
• Scope new developments to support continuous improvement ofprocess and systems.
• Ensure operational processes are followed and deliver best-in-class technical support while maintaining a stable and resilient network.

Experience Required

• Minimum 2 years experience within Operations environment of a Telco or large service provider
• Minimum two years of work in a technical IP support position.
• Minimum one year experience with Trouble Ticketing tools (Remedy, Clarify, Siebel)
• Minimum one year experience with network monitoring tools (InfoVista, HP Open View, SMARTS)
• General knowledge of telecom industry and standards
• Excellent fault diagnostics and trouble-shooting abilities
• Experienced user of Microsoft Office applications

• Good and demonstrable experience of IP, MPLS and routing knowledge (ISIS, BGP, OSPF) in an ISP environment.
• Good Cisco hardware and IOS knowledge (8xx, 19xx, 29xx, 76xx routers and 3550 and 65xx switches)
• Good Juniper and JUNOS knowledge (SRX and J series, MX960) is benefit
• Excellent technical knowledge of CE/CPE configurations and trouble-shooting.
• Basic knowledge of UNIX tools such as bash, vi, sed, grep etc.
• Good experience in the use of IP management tools, both commercial and open source
• General knowledge or telecom industry, operational processes and standards.
• Qualification: CCNA / CCNP /JNCNA or training for this level of qualification is preferable

Person Specification

• Professional, structured and proactive approach.
• Self-motivated with excellent interpersonal and communication skills
• Positive and approachable team player
• Calm and productive under pressure
• Detail-oriented and organised approach to work
• Efficient and productive with good time management skills
• Able to resolve problems quickly and effectively
• Able to work in a team with little supervision and using own initiative
• Highly service oriented with strong customer-facing skills
• Able to resolve problems quickly and effectively
• Flexible approach: able to work under pressure and occasional extended hours.
• Pro-active approach towards problems presented
• Strong team spirit
• Able to make decisions, follow support procedures, accurately prioritise support tickets and escalation paths
• Able to handle multiple support tickets in a profressional manner
• Creative thinker who can accurately interpret conversations and communications into support tickets