Job Description

Key Responsibilities by Category:

Experience Level (SA/APM & PM)

3–10 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.

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.

Documentation & Reporting

Log diagnostics, resolutions, and RCA in ticketing systems.
Maintain clear incident reports and resolution timelines.

Collaboration

Coordinate with Field Engineers, Provisioning, and Engineering teams.
Liaise with third-party vendors for hardware troubleshooting and escalations.

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

Experience with OTDR, iPerf, Wireshark, RFC 2544, and vendor-specific diagnostic tools.

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.

About The Team

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.

Process Manager