JOB DESCRIPTION

Position Summary

Responsible for 24x7 proactive monitoring, service assurance, service delivery, configuration and troubleshooting of Customer Premise Equipment (CPE) and managed network services. The role includes network monitoring, alarm management, ticket surveillance, firewall and router administration, customer support, incident resolution, automation, and continuous service improvement.

Key Responsibilities

Perform proactive monitoring of CPE devices, routers, firewalls, switches and managed network infrastructure.
Monitor alerts, alarms, trouble tickets and automated service requests while ensuring SLA compliance.
Configure, administer and troubleshoot routers, firewalls, VPN, WAN and customer edge devices.
Manage CPE lifecycle, service provisioning and customer support activities.
Monitor and support DDoS mitigation and security services.
Execute dunning activities including temporary barring and unbarring of services.
Support monitoring tools such as Zabbix, UA, WFM, telemetry and API integrations.
Conduct RCA for recurring incidents, false alarms and repeat trouble tickets.
Drive automation, alarm optimization and reduction of operational noise.
Coordinate with IT teams, OEMs, vendors and partners for issue resolution and service continuity.
Ensure high customer satisfaction through timely communication and effective incident handling.
Support continuous improvement initiatives across Service Assurance and Service Delivery functions.

Requirements & Qualifications

Freshers to 3+ years of experience in NOC, Service Assurance, Service Delivery, Managed Services or Telecom Operations.
Strong knowledge of IP Networking, Routing, Switching, Firewalls, VPN and WAN technologies.
Hands-on exposure to Customer Premise Equipment (CPE) configuration and troubleshooting.
Understanding of DDoS services, network security and incident management processes.
Knowledge of monitoring platforms such as Zabbix, UA, WFM, SNMP, telemetry and API-based integrations.
Experience in ticket lifecycle management, SLA adherence and Root Cause Analysis (RCA).
Excellent communication, customer handling and stakeholder management skills.
Certifications such as CCNA, NSE, Aruba, Cisco Meraki, Palo Alto, Sophos or equivalent
Willingness to work in a 24x7 rotational shift environment including weekends and holidays.
BE/B.Tech in IT, Network, Telecom, Computer Science or related discipline. Graduates with relevant telecom/network experience may also be considered.

Team Member-MCPE