The Network Support Associate will provide operational and technical support for IP/MPLS network infrastructure within a telecom service provider environment. The role involves incident management, configuration changes, migration support, and ongoing monitoring to ensure network availability, stability, and performance.
Key Responsibilities
Network Operations & Monitoring
- Participate in 24x7 operational support, including on-call rotation for incident response.
- Monitor network health using NMS tools and respond to alarms, performance issues, and outages.
- Analyze logs, errors, and performance reports for network elements.
- Monitor link utilization, traffic trends, and generate operational reports.
Incident Management & Troubleshooting
- Troubleshoot network incidents across IP/MPLS infrastructure.
- Coordinate with vendor TAC teams to determine root cause and resolution.
- Provide onsite support for hardware troubleshooting, data capture, and recovery.
- Support transitional and legacy hardware environments.
Configuration & Change Management
- Implement configuration changes and software updates following change management procedures.
- Execute service requests and change requests from internal stakeholders.
- Validate network functionality before and after changes.
- Participate in maintenance windows and support complex cutovers.
Migration & Implementation
- Conduct impact assessments for network changes and migrations.
- Execute configuration migration, interface mapping, and service validation.
- Support L2/L3 VPN service migrations and platform cutovers.
- Collaborate with planning, architecture, vendors, and NOC teams.
Documentation & Reporting
- Maintain and update network diagrams and documentation.
- Track inventory, hardware lifecycle (EOS/EOL), and software upgrades.
- Review critical software bugs and coordinate timely upgrades.
Design & Continuous Improvement
- Participate in design analysis and network enhancements.
- Support traffic engineering and IP addressing strategies.
- Contribute to service optimization and operational improvements.
Required Skills & Technical Competencies
Networking Technologies
- Routing protocols: OSPF, IS-IS, BGP
- MPLS technologies: LDP, RSVP-TE, Segment Routing (SR-MPLS preferred)
- VPN services: L2VPN, L3VPN, VPLS
- IP addressing and traffic engineering
Hardware Platforms
Hands-on experience with:
- Huawei: NE9K, NE5K, NE40, S9300, CX600-X8
- Cisco: ASR 9K, NCS 5K
- Juniper: MX480
Tools & Operational Skills
- Network Monitoring Systems (NMS)
- Incident management and troubleshooting
- Change management processes
- Migration planning and execution
- Network documentation and reporting
Minimum Qualifications
- Bachelor's Degree or Diploma in Telecommunications, Computer Science, Electrical Engineering, or related field
- Professional certification: CCNP (required)
Experience Requirements
- Minimum 5 years of experience in IP/MPLS network operations
- At least 4 years supporting mobile or service provider IP networks
- Experience in telecom or ISP environments
- Proven experience supporting network migration activities
- Hands-on experience with multi-vendor routing platforms (Cisco, Huawei, Juniper)
Working Conditions
- Regular working hours with 24x7 on-call support rotation
- Availability for maintenance windows, weekends, and holidays when required
- Onsite support across network locations as needed
Key Deliverables
- Network uptime and operational stability
- Timely incident resolution and root cause analysis
- Successful execution of service and change requests
- Accurate documentation and inventory management
- Smooth migration and upgrade activities
Performance Metrics
- Incident response and resolution time
- Successful change and service request implementation
- Network availability and performance
- Quality of documentation and reporting
- Compliance with change management processes
