Senior Analyst - Technology Services - 83772

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.