Associate Process Manager - Network Support Engineer

Company Overview

eClerx is a globally recognized leader offering business process management, automation, and analytics services to numerous Fortune 2000 companies across diverse industries such as financial services, telecommunications, retail, and technology. Established in 2000 and publicly traded in India, eClerx employs over 13,000 professionals worldwide.

Role Summary

We are currently seeking a highly skilled Network Support Engineer with extensive experience in IP/Ethernet networks, advanced troubleshooting, and telecom-grade Network Operations Centers. This role demands expertise in handling complex network issues, managing hardware replacements, and critical incident resolution with a focus on Tier 2 and Tier 3 support.

Primary Responsibilities

• Deliver Tier 2 and Tier 3 network and customer incident support, including direct communication with enterprise clients to provide prompt updates and resolutions.
• Configure, deploy, and maintain core network devices such as routers, switches, and network interface devices across platforms like Juniper, Cisco, Nokia, Ciena, and Accedian.
• Manage hardware lifecycle activities including critical replacements of routers and line cards.
• Troubleshoot network protocols including BGP, MPLS, Ethernet Switching, VLANs, STP, and LAG, utilizing CLI and SNMP tools.
• Perform fiber diagnostics and testing including RFC 2544 benchmarks and assist with OTDR fiber fault testing in collaboration with field engineers.
• Monitor alarms and performance metrics within a 24x7 NOC setting and escalate complex issues to senior teams or vendors as needed.
• Maintain thorough documentation of diagnostics, resolutions, root cause analyses, and incident reports.
• Collaborate across teams including Field Operations, Provisioning, and Core Engineering to ensure efficient service delivery and fault restoration.
• Communicate clearly and professionally with customers and internal stakeholders, maintaining high standards in both verbal and written exchanges.

Preferred Qualifications and Skills

• 5 to 10 years of experience in Network Operations, preferably within Telecom or ISP environments.
• Hands-on expertise with network devices and infrastructure from vendors such as Juniper, Cisco, Nokia, Ciena, and Accedian.
• Useful exposure to telecommunications infrastructure including FTTx and DWDM technologies.
• Relevant certifications like Cisco CCNA/CCNP, Juniper JNCIA/JNCIS, and Nokia certifications are advantageous.
• Proficiency in network diagnostic and benchmarking tools including OTDR, iPerf, Wireshark, and vendor-specific Network Management Systems.
• Strong analytical and problem-solving skills, with an ability to remain composed in high-pressure scenarios.
• Excellent command of English for both written and verbal communication.

Additional Information

This opportunity requires a candidate who can operate effectively in a telecom-grade NOC environment, handling hardware and software anomalies through established escalation matrices. eClerx is an equal opportunity employer committed to nondiscrimination and diversity in the workplace.

Eligibility

Applicants must possess a minimum of any graduate degree.