IP Operations Engineer

General Function

The NOC 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.

Major Responsibilities

• Perform 7x24x365 round-the-clock    front line duties in the PCCW Global Network / Service Operations Center
• Investigate network trunks and customer circuit alarms generated from the Network Management and Surveillance Alarm Monitoring Systems for PCCW Global IP Network
• Support first-line maintenance and fault diagnostic on network equipment fault and coordinate with IP Engineering team to arrange faulty equipment replacement
• Troubleshoot on customer-reported circuit fault; carry out diagnosis and testing for fault isolation
• Ensure customer service reports and enquires are managed promptly and provide periodical response.
• Run appropriated test for circuit fault finding and verify the performance
• Communicate with carriers and service partners, internal and external parties to drive for fast fault fixing and service restoration
• Update respective parties on the fault progress and take necessary action and escalation according to the predefined timeframe 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 laid down 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 that coordinates with related party to conduct the customer request and provide promptly and periodically response.
• Other related duties as assigned